Quality Assurance Consultant

Location

Glasgow, United KingdomEdinburgh, United Kingdom

Job Summary

The Quality Assurance Consultant plays a key role in supporting Business Banking Operations to deliver consistent, high‑quality, customer‑focused outcomes. The role focuses on insight, assurance, continuous improvement, and colleague development, ensuring activity is delivered safely, compliantly, and in line with risk and regulatory expectations.

Working Arrangement

We offer hybrid working wherever possible. Colleagues will be encouraged to work from the office, balancing home and office work to solve problems and foster collaboration.

Responsibilities

• Analyzing complaints, Customer Effort Score (CES) and quality data daily to identify root causes, trends and customer experience issues.
• Documenting insights and recommending practical improvements that reduce repeat issues and improve right‑first‑timeout outcomes.
• Preparing and maintaining Management Information (MI) for core stakeholder forums, using complaints insight, quality outcomes and demand data to highlight risks, emerging themes and customer experience impacts.
• Carrying out quality assurance and governance activities across Business Banking Operations, including quality checking, root cause analysis, risk‑based decision making and ensuring teams operate within regulatory, risk and control expectations.
• Working closely with operational teams to improve customer experience, supporting continuous improvement activity, reviewing customer journeys, coaching on quality standards, and ensuring changes are delivered safely, compliantly and with the customer at the centre.

Qualifications

• Good knowledge of Business Banking Operations processes, particularly account management, and an understanding of how day‑to‑day operational activity impacts customers.
• Exceptional organisational and administrative skills, with evidence of managing your own workload, completing tasks accurately and meeting tight or competing deadlines.
• Excellent communication skills, including the ability to present information clearly and confidently and to produce accurate, well‑structured written content suitable for stakeholders.
• Analytical ability, with experience reviewing and working with different types of operational or quality data and explaining what the data shows in a clear and practical way.
• Track record of delivering accurate and effective work, demonstrating strong attention to detail and consistency in output.
• Ability to learn quickly and work collaboratively as part of a team, while also being proactive and able to work autonomously when required, turning ideas into practical solutions.
• Demonstrable familiarity with Microsoft tools (Outlook, Word, Excel, PowerPoint).

Benefits

• Access to private medical insurance.
• A highly competitive pension.
• Access to an annual performance‑related bonus.
• Training and development opportunities.
• Additional benefits through the salary sacrifice scheme.
• Life assurance.
• Wellhub – health and wellness options.
• Up to 2 days of paid volunteering per year.

Job Info

• Job Identification 2927
• Apply Before 05/30/2026, 10:55 PM
• Locations 177 Bothwell Street, Glasgow, G2 7ER, GB & 83 George Street, Edinburgh, EH2 3ES, GB

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