What you’ll be getting up to:

• Conduct quality assurance reviews of customer interactions, journeys and operational processes using agreed scorecards, frameworks, systems and monitoring plans.
• Assess customer outcomes, regulatory compliance, conduct and operational risks, delivering thematic reviews and evidence-based recommendations to drive continuous improvement and meet Consumer Duty requirements.
• Evaluate interactions involving vulnerable customers to ensure appropriate support, fair treatment and positive customer outcomes.
• Provide clear, balanced and evidence-based feedback, identifying training needs, coaching opportunities and key focus areas to improve individual, team and business performance.
• Analyse quality assurance findings to identify trends, root causes, emerging risks and potential customer harm, escalating concerns and supporting remediation and preventative actions.
• Facilitate and participate in calibration sessions, assurance reviews and quality meetings to ensure consistency, provide independent oversight of first-line monitoring activities and maintain QA standards.
• Build and maintain effective relationships with Operational, Coaching, Compliance and external client stakeholders, while preserving the independence of the Quality Assurance function.
• Maintain up-to-date knowledge of products, regulations, legislation and industry best practice, supporting onboarding, agent accreditation, personal development and wider business capability.

What you will have:

• Previous financial services experience with a strong understanding of FCA regulatory requirements, including Consumer Duty, vulnerability and customer outcome principles.
• Educated to GCSE/O-Level standard (including Maths and English) with good IT literacy and proficiency in Microsoft Office applications.
• Strong analytical skills, attention to detail and the ability to identify trends, assess risks and make sound evidence-based decisions.
• Excellent organisation, time management and multitasking skills, with the ability to prioritise workloads, meet deadlines and deliver results.
• Effective written and verbal communication skills, with the ability to provide constructive feedback tailored to different audiences.
• Self-motivated and resilient, able to work independently, use initiative and adapt positively to changing business needs.
• Highly personable with strong stakeholder management skills, capable of building effective relationships and communicating confidently across teams.
• Demonstrates Oodle’s proactive, results-oriented approach and core values, leading by example in all aspects of work.

It would be great if you did have:

• Loan origination and/or loan management experience.
• Previous experience in a Quality Assurance, Audit, or Customer Outcome Testing environment.
• Good knowledge of Oodle processes and Consumer Credit/Motor Finance operations.
• Experience using speech analytics, quality assurance, customer insight, or monitoring tools.
• Ability to identify trends, root causes and potential customer harm, translating findings into practical recommendations.
• Strong stakeholder management skills, with the ability to provide constructive challenge and influence decisions using evidence-based findings.
• Experience producing clear reports, management information, and assurance findings for a variety of audiences.
• Relevant industry qualifications and a strong understanding of regulatory, compliance, and customer outcome requirements.

👩‍💻 Hiring Process

☎️ Initial screening
🔦 Capability and Technical interview (1 hour)

💚 Our Values

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions.

• Embrace being human – empathy and diversity make us stronger.
• Strive for awesome – it’s awesome when we do better every day.
• Everyone’s a builder – we’re in this together and we win as a team.
• Bravely honest – we’re honest with ourselves and everyone else.
• Think customer – they’re at the heart of everything we do.

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures.

We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email careers@oodlefinance.com.

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