Compliance QA Analyst

Job Title: Compliance QA Analyst
Company: Evolution Money
Location: Manchester City Centre
Job Type: Full-time
Basic Salary: up to £36,000 dependent on experience.

About Us:
Evolution Money is a Certified B Corp with a social purpose. Our mission is to redefine financial inclusion through bespoke lending solutions for UK homeowners, supporting long-term financial well-being for those often overlooked by conventional lenders.

About the team:
The Compliance, Oversight, Risk and Assurance team ensures the organisation meets regulatory expectations, manages key risks and maintains strong governance. Within it, the Compliance & Oversight function provides direction, monitoring and challenge in a Second Line of Defence capacity, guiding the business on regulatory expectations, reviewing activity against policy and regulation, and ensuring controls are well designed across areas including conduct risk, complaints, financial crime, data protection, regulatory policy, customer communications and outcomes monitoring.

The Role:
Reporting to the Compliance & Oversight Manager, you'll carry out second-line monitoring of customer interactions across regulated second-charge mortgage sales, unsecured loans, customer support, collections, complaints and data protection, across all channels, ensuring the business operates as expected and our customers receive a good outcome. An excellent opportunity to become a valued member of Team Evo and grow with us.

Key Responsibilities

• Assess call recordings, emails and other recorded customer interactions connected to regulated products, by any Evolution Group employee or relevant third party.
• Assess the compliance and quality of those interactions against a set framework (regulated products and data protection).
• Listen empathetically and ensure the right customer outcome has been achieved.
• Ensure the team delivers the monitoring quality needed to confirm Company processes comply with all relevant legislation, regulation and Company Policies.
• Complete monitoring to variable targets on a regular basis, recording all documentation and MI accurately.
• Collaborate with the 1st line QA and performance management teams to produce and deliver agent feedback, positive and negative.
• Assist in training and coaching agents, where required.
• Undertake assigned Compliance & Oversight tasks to support departmental objectives.
• Work with the compliance & oversight team to improve and maintain compliance understanding across the business.
• Any other duties deemed appropriate by the business.

Qualifications (minimum):

• A good standard of verbal and written communication in English.
• A minimum of 2 years' experience in regulated financial services, in a QA (interaction monitoring), compliance or related function such as regulated product sales.
• Comprehensive knowledge of the frameworks, tools and techniques of compliance and quality assurance.
• Ability to assess customer interactions against legislative, regulatory and company requirements to ensure customers get a good outcome.
• High level of attention to detail and high-quality standards.
• Ability to produce regular MI reporting that is accurate, concise and appropriate.

Qualifications (additional)

• Intelligent, articulate and persuasive, able to communicate compliance concepts to technical and non-technical staff.
• Excellent time management and the ability to manage changing priorities and deadlines.
• Excellent communication and organisational skills.
• Experience of providing feedback and coaching in a constructive manner.
• Able to express ideas succinctly to colleagues at all levels, including senior managers.
• Ability to work as part of a team and on your own initiative.

Desirable

• Industry recognised certification in compliance, oversight, risk or assurance.
• Quality management software experience.

Please note: this is a business Compliance QA role focussed on customer interaction monitoring. Please do not apply if you are a technology QA specialist, tester or engineer, as your application will be rejected.
This is a guide to the role rather than an exhaustive list; we expect employees to work flexibly according to business needs, and any significant changes will be discussed with you.
Here's what you'll get back:

• Up to 25 days' annual leave + Bank Holidays
• Your birthday off, every year!
• A healthcare cash plan
• A contributory pensions scheme, matched up to 5%
• Long Service Awards
• Cycle to work scheme
• Life Assurance

Company Culture:
Join us on our journey to redefine financial inclusivity: not just providing loans, but building a future where financial empowerment is a reality for everyone. We value creativity, innovation and a collaborative spirit, and foster a working environment that encourages growth, learning and teamwork.
Everyone is welcome at Evolution Money. We are committed to equality, diversity and inclusion, and all hiring decisions are based on merit. We aim to ensure no applicant is disadvantaged by requirements that disproportionately affect protected groups and are not justified by the role. We encourage applications from all backgrounds and are happy to discuss any reasonable adjustments you may require. Please contact at any stage, including if you need support completing your application.
Evolution Money is a Disability Confident Committed employer. We offer an interview to anyone with a disability who meets the minimum criteria for the role.
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