Quality Assurance Officer

Job Summary

We are seeking a proactive and detail\-oriented Quality Assurance Manager to oversee quality standards across our personal insolvency practice. In this vital role, you will lead QA processes specifically focused on debt products, including Individual Voluntary Arrangements (IVAs). By conducting regular call listening audits and providing actionable feedback to debt advisors, you will ensure full adherence to regulatory compliance, internal policies, and treating customers fairly (TCF) guidelines. Your leadership will help us deliver exceptional, ethical support to vulnerable clients while continuously driving operational excellence.

Key Duties \& Responsibilities

• Call Listening \& Auditing: Conduct regular reviews and call monitoring of debt advisors handling personal insolvency products, specifically focusing on IVAs, debt management plans, and associated solutions.


• Feedback \& Coaching: Provide constructive, timely feedback and coaching to advisors to ensure full adherence to compliance frameworks, sales standards, and quality\-passing benchmarks.


• Compliance \& Regulatory Oversight: Monitor adherence to regulations, IPA guidelines, and internal compliance benchmarks.


• Protocol Development: Develop, implement, and maintain QA protocols tailored specifically to debt advice, vulnerability assessments, and insolvency processes.


• Reporting \& Root Cause Analysis: Document inspection results, non\-conformance trends, and corrective action plans; lead root cause investigations for compliance breaches or advice errors.


• Cross\-Functional Collaboration: Partner with training and compliance teams to facilitate refresher training sessions and share best practices across the advisory team.

• Industry Experience: Proven experience in a quality assurance, auditing, or management role within a personal insolvency practice, debt advice sector, or regulated financial services environment.


• Product Knowledge: Strong, demonstrated understanding of personal insolvency debt products, specifically IVAs and debt solutions.


• Regulatory Awareness: Familiarity with FCA guidelines, debt advice standards, and vulnerable customer frameworks.


• Communication \& Coaching Skills: Exceptional verbal and written communication skills with a proven ability to deliver constructive feedback and mentor advisors.


• Analytical Mindset: High attention to detail with the ability to interpret technical compliance documents, regulatory updates, and call scoring metrics accurately.

Experience:

• debt managment : 2 years (required)

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