About the role
We’re looking for a Fraud and FinCrime Quality Assurance Analyst to join our Quality Assurance team to conduct Quality Assurance reviews on the output of our Fraud and Financial Crime teams. This role is all about completing assessments to understand how we’re performing, spot areas for improvement, and help us deliver better customer outcomes by suggesting and driving improvements to our operational strategy.
You’ll be working closely with the Quality Assurance and Fraud and Financial Crime teams, reviewing customer interactions against business processes—making sure every customer receives excellent service and that we consistently deliver good customer outcomes.
We’re looking for someone with a great understanding of the Fraud and Financial Crime process and regulatory requirements, excellent attention to detail and clear verbal and written communication skills.
Key Responsibilities
Colleague and Customer Support
Complete thorough and timely quality assurance assessments of cases handled by the Fraud and Financial Crime Teams, including reviews of PEPs and Sanctions, Loan and Card Fraud claims, and Card Disputes.
Provide clear, actionable, and constructive feedback to Fraud and Financial Crime team members to support their ongoing development and performance improvement.
Collaborate with agents and investigators to clarify quality standards and best practices, fostering a culture of continuous learning and excellence.
Identify common trends in errors or process gaps and proactively share insights with colleagues and management to drive improvements in customer experience and case handling.
Support onboarding and training initiatives by sharing QA insights and helping to develop resources or training materials aimed at improving colleague capability.
Uphold a customer-centric approach in QA assessments, highlighting potential customer impacts and recommending remediation where necessary to protect the client's interests and trust.
Encourage open dialogue with agents and investigators to build understanding of QA findings, reinforcing learning and application to future casework.
Operational Excellence & Process Execution
Meet personal targets set, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.
Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.
Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.
Log all assessments accurately and ensure data integrity for audit and learning purposes.
Continuous Improvement & Feedback
Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems.
Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency.
Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.
Learning & Development
Respond positively to coaching and feedback, using it to improve performance and customer outcomes.
Demonstrate initiative in learning new tools, products, and procedures as they are introduced.
Share knowledge and support colleagues, helping to create a culture of collaborative learning.
Person Specification
Experience & Skills
Previous experience in a Fraud and Financial Crime environment is a must—experience in conducting quality assurance is also beneficial.
Demonstrated ability to handle complex queries with accuracy, and ownership.
Confident in following structured processes and able to identify opportunities to improve them.
Strong communication, rapport-building, and conflict resolution skills.
Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms.
Organised and able to manage multiple tasks in a fast-paced setting.
Proactive in offering feedback and participating in process and AI improvement initiatives.
Behaviours & Approach
Customer-focused, with a passion for delivering consistent, good outcomes.
Resilient, adaptable, and open to constant change and learning.
Collaborative, supportive team player committed to shared success.
High level of accountability and personal ownership for customer outcomes and process execution.
Constructive, solutions-focused approach with willingness to challenge the status quo.
