Quality Assurance Analyst - Quality Assurance Analyst - Collections and Recoveries

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world

• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture

• Enjoy finding new and better ways to solve complexity and make things happen

• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups

• Care about society and the environment and want to be part of a business that cares too

• Want to continue to grow professionally and be the best version of yourself

The Role & Responsibilities

The Risk Services Quality Assurance team is a centralised team responsible for QA activities across the bank, including both Commercial and Retail franchises' pre and post-sales activities.

The Quality Assurance Analyst will ensure that the bank's products, services, and operations meet the relevant standards of quality and compliance by conducting effective Quality Assurance testing and analysis, specifically for Collections & Recoveries.

Our testing approach is data-driven, utilising systematisation and AI integration. The Quality Assurance Analyst will have an open and inquisitive mindset to challenge conventional QA practices by leveraging AI and analysing data to evaluate customer outcomes.

The Quality Assurance Analyst will be responsible for ensuring that findings, financial remediation, and account rectification identified through testing are communicated to stakeholders and addressed correctly within the instructed timescales. They will be confident in engaging in challenging discussions with stakeholders about findings, whilst adopting a pragmatic approach to reaching agreements.

Responsibilities specific to the role include but are not limited to:

• QA Testing: Apply a holistic and independent perspective to assess customer outcomes and staff adherence to the bank’s policies and processes, in line with the QA Framework.

• Data and AI: Leverage AI tools and data analysis to evaluate customer outcomes by identifying patterns, anomalies, and potential risks across large datasets. Use sentiment and trend analysis to inform continuous improvement efforts.

• Outputs: Identify and instruct financial remediation and account rectification, ensuring actions are completed as directed. Maintain a log of poor customer outcomes, including details of financial remediation and account rectification where applicable.

• Analysis: Review and analyse QA testing outputs to identify common trends and themes, and assess whether findings indicate systemic issues. Recommend enhancements to processes, procedures, systems, and controls.

• Engagement: Collaborate with colleagues across the business to share findings, identify root causes, and agree on corrective actions.

• Thematic Reviews: Conduct deep-dive or enhanced QA testing in line with the QA plan or on an ad-hoc basis as required.

• Continuous Improvement: Contribute to the development and refinement of the QA framework, tools, and reporting mechanisms to ensure alignment with regulatory expectations and evolving business needs.

The Person

• Quality Assurance/Customer Outcome experience.

• Collections & Recoveries experience.

• Strong analytical and problem-solving abilities.

• Experience/knowledge of TCF, CCA, MCOB, & CONC.

• A good understanding of Residential and BTL Mortgages, Unsecured Loans and/or Motor Finance.

• Familiarity of AI technologies, data tools, and their functionalities.

Key attributes

• Curious about data and AI with a willingness to learn.

• Effective in handling challenging conversations and influencing perspectives.

• Adaptable, flexible and positive with an enthusiastic “can do” attitude.

• Excellent verbal and written communication skills.

• Excellent planning and organisational skills.

• Able to work under pressure and to tight deadlines.

• Accuracy & Attention to detail.

• Confident testing multiple product types.

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment

• Free access to Headspace, a mindfulness & meditation digital health app

• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause

• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health

• Cycle to work scheme

• Discounts on gym membership

• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year

• Option to buy or sell holiday days through our flexi-holiday scheme

• Discounts on gym membership nationwide

• Access to discounts on a range of high street and online brands

• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success

• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done