Job Details

Minimum experience Associate

Company primary industry Customer Services

Job functional area Customer Service

Job Description

Please be mindful before making your application: We have a start date confirmed for the 23rd March.

Quality Assurance (QA) Analyst – Motor Finance Redress

Role Purpose
To provide independent quality assurance across telephony, complaint handling and casework activity within the Motor Finance Redress Scheme. The role ensures decisions, communications and processes comply with FCA requirements, Consumer Duty, DISP and scheme rules.

Key Responsibilities
• Complete quality reviews of calls, correspondence and case files in line with QA frameworks.
• Assess adherence to SOPs, scripts, regulatory requirements and scheme methodology.
• Identify errors, trends and root causes.
• Provide clear feedback to operational teams and Team Leaders.
• Participate in calibration sessions and thematic reviews.
• Escalate material risks, systemic issues or customer detriment.

Skills and Experience
• Previous QA experience in a regulated financial services environment
• Strong understanding of complaint handling and customer communications.
• High attention to detail and analytical skills.
• Ability to document findings clearly and objectively.
• FCA DISP, Consumer Duty and redress schemes.
• Experience reviewing telephony and written correspondence.

 
Core Behaviours:

At Huntswood, our people are dependable, driven, and collaborative — and our values guide the way we show up for our customers, our colleagues, and our clients.
The job holder should be able to demonstrate the following behaviours that bring our values to life:

Deliver WOW!

Own it — take personal responsibility for getting things done, find a way.
Deliver Unbelievable Service - Create “WoW” moments for your customers every time.

Servant Leadership

Enable and empower all employees.
Our people are at the heart of our success.
Do the right thing
Be Empathetic
Be respectful to everyone, always
Act with integrity, even when no one is looking.

Winning Mindset

Bring your A‑game every day.
Passion is contagious- work everyday like it is your first day on the job.

Strive for Greater

Stay dedicated to continuous improvement.
Challenge the status quo and bring forward your best ideas.

“It’s not just about what we do, but how we do it — our behaviours are what make us special.”

"It's not just about what we do, but the way we do it. And it's our values that make us special."

 NB:  All appointments are subject to the positive outcome of pre-employment verification checks.

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