Frontline Quality Assurance Officer

Full Job Description

Management Level

Business Function / Department: Compliance  

Job Title: Frontline Q uality Assurance Officer  

Reporting to (Job Title): Compl iance Manager  

We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients. 

We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.  

Our Values Statement  

We epitomize the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.  

We are looking to hire a Frontline Quality Assurance Officer to join our team in Cardiff, this role will see you support the Compliance Manager with embedding a culture of risk and compliance, delivery of annual compliance plan and making improvements to policies and processes to deliver good customer outcomes.

The purpose of this role is to ensure that there is sufficient oversight, remediation, and implementation of the regulatory requirements.

What You will be doing

• Conduct monthly call monitoring and correspondence monitoring for all agents across the contact centre including administration, redemptions, and collections 
• Analyse risk and correctly identify appropriate remedial action to support fair customer outcomes 
• Conduct effective root cause analysis to support necessary improvements that feed into various business areas policies and process changes 
• Ensure actions are effectively tracked to satisfactory resolution where remediation is required 
• Ensure that the Quality Assurance scorecard aligns to the Homes England requirements and delivers effective outcomes for customers 
• Provide MI to the Compliance Manager on relevant assurance outcomes 
• Provide feedback to Team Leaders on the outcomes of the monitoring with clear guidance on the areas of improvement and coaching 
• Identify areas of improvement or training with potential solutions. 

What we would like to see from your application

• A minimum of 2 years’ experience, working within compliance or risk department, 
• Subject matter expert in at least one of the following areas: regulated mortgage sales, risk management, FCA Regs (MCOBS, BCOBS, ICOBs..), ICO (GDPR, Breach reporting and handling…), Ofcom 
• Experience in communicating effectively and directly to senior and/or exec level people on Compliance matters, 
• Must be confident, flexible, independent, and self-motivated, 
• Presentable and articulate with the ability to interact with people at all levels, 
• A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary, 
• Able to overcome objections and conflicts, proposing suitable methods of rectification, 
• Dependable and trustworthy, 
• Adept at building strong relationships, with the ability to ingrate into an existing team, 
• Detail orientated with the ability to work methodically, 
• Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment, 
• Able to work proactively under your own initiative, 
• Adept at solving problems and possess strong analytical skills. 

• CeMAP or other equivalent qualifications are desirable. (Applicants that do not have these qualifications may be required to gain these in future) 

What you will get in return

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our
• EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

Our Diversity Statement  

At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background. 

Please note:   

Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5-year activity referencing & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. 

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.