Quality & Control Analyst, Financial Support at OneSavings Bank PLC

Wolverhampton, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

19200.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Monitoring, Quality Assurance, Customer Outcome Testing, Data Analysis, Reporting, Compliance, Regulatory Requirements, Risk Escalation, Fraud Identification, Judgment, Secured Debt Products, Mortgages

Industry

Financial Services

Description

About the team The L1 Quality Assurance function supports the bank as the first line of defence monitoring calls and conducting customer outcome testing to ensure the bank are delivering good customer outcomes. The team is a dynamic and flexible. They work well not only together, but with the operations department highlighting trends and solutions to improve customer outcomes and process adherence. What you will be doing? As a Quality and Control Analyst, you will play a vital role in upholding excellence within our Financial Support team. Your day-to-day responsibility will involve carrying out call monitoring to ensure each customer receives an outcome that is fair, accurate, and fully compliant. Bringing a strong analytical approach, you will support team performance by identifying development opportunities, recognising emerging trends, and providing clear, actionable insights through data-driven reporting. Your contributions will directly enhance quality standards, productivity, and the overall customer experience. You will join a collaborative environment where your expertise and ideas will have a meaningful influence on both the department’s success and the wider Group’s performance. Your responsibilities will include… Reviewing call quality to confirm that the Financial Support Team is delivering good customer outcomes and are working within full compliance with regulatory requirements. Assessing recorded calls, ensuring adherence to external regulations and our internal customer‑journey expectations. Interpreting reports, analysing data and presenting insights in a clear, simple and actionable way. Producing monthly commentary that highlights key trends, risks and improvement opportunities. Escalating risks promptly and appropriately to protect customers and the business. Identifying skill gaps and recommending suitable learning opportunities to new team members. Working independently, using sound judgement to prioritise tasks and seeking guidance only on the most complex issues. Identifying potential fraud or contract breaches and escalating concerns immediately to the relevant authority. PLEASE NOTE – This is a part time position of 21 hours per week What's in it for you? We offer a base salary dependent on experience of between £17,400 - £19,200 and a competitive benefits package including: Enhanced family-focused benefits Hybrid-working Annual bonus opportunity Please use this link to see the fantastic benefits available at OSB: OSB Careers About 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? We are looking for talented individuals who have the experience and knowledge set out below: Previous experience of working within a regulated financial services environment, preferably with a background in collections/financial support. Hands on quality checking, audit or quality assurance experience, reviewing cases, calls or processes. Confident working autonomously within existing well-defined practises and procedures. Good understanding of secured debt products, such as mortgages (e.g., instalments in arrears/advance, master/subsidiary accounts, second‑charge loans and STL loans). Next steps If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Still on the fence? Hear from our team or explore our process: OSB Careers Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you! Diversity, Equity & Inclusion Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally. We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.

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Responsibilities

The analyst will monitor calls to ensure the Financial Support Team delivers fair, accurate, and compliant customer outcomes, while also using analytical skills to identify development opportunities and emerging trends. Responsibilities include reviewing call quality, assessing adherence to regulations, analyzing data, producing trend reports, and escalating risks promptly.