Job Description

About the team: The L1 Quality Assurance function supports the bank as the first line of defence monitoring calls and conducting customer journey outcome testing to ensure the bank are delivering good customer outcomes. The team is a dynamic and flexible team that work well together as a team and with the operations department highlighting trends and solutions to work as one team to improve outcomes and process adherence.What you will be doing: As a Quality and Control Analyst you will have the opportunity to lead the delivery of Quality and Performance related tasks ensuring that the highest of standards are always maintained.You will drive the performance of the Financial Support Team by undertaking and providing call monitoring and case sampling and will identify development areas and solutions. You will be responsible for the delivery of the department performance, utilising your skills to drive upwards quality and productivity scores, whilst providing clear and constructive feedback to the team and managers, identifying training needs and working with People Development to coach staff to meet and exceed targets.You will work within a close-knit and supportive team, making a valuable contribution to The Group's success.

Your responsibilities will include… Undertaking process/ administration quality checking across the department ensuring all outputs are of the highest standard.Achieving quality checking accuracy to ensure the Financial Support team are meeting good customer outcomes.Proactively contributing to monthly reporting providing commentary on outputs and emerging trends.Assessing and marking both live and recorded calls to confirm that calls are compliant with all external regulation requirements and also satisfying the internal customer journey. Providing feedback to team managers and to People Development on coaching and development needs on poor customer outcomes, where required.Identifying skill needs and gaps, recommending appropriate coaching solutions in conjunction with team managers.What's in it for you? We offer a base salary dependent on experience of between £29,000 - £32,000 and a competitive benefits package including: Enhanced family-focused benefitsHybrid-working *3 days in the office, 2 days at home.Annual bonus opportunity Please use this link to see the fantastic benefits available at OSB: OSB CareersAbout us:At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too!

Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.Do you have the skills?Previous experience of working within a financial services environment.Previous experience of assessing / quality checking / audit administrative work and providing appropriate feedback.Advanced skills in respect of working autonomously within existing well-defined practises and procedures is desirable.Intermediate skills in respect of knowledge and understanding of how the various mortgage accounts operate e.g. instalments in arrears, instalments in advance, Master and Subsidiary accounts, 2nd charge loans, STL loans are desirable.Next steps:Interested? Apply now!

Still considering? Hear from our team or learn more about our recruitment process: OSB CareersWe believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self., Equity & InclusionNot sure if you meet all the criteria?

Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that brings.

We're committed to creating an inclusive space where everyone feels empowered to apply - even if you don't check every box.We actively promote at all levels, with Board-level Champions monitoring our progress. We're proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all." #INDLP