Nationwide
Quality Assurance Analyst
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Description
This role sits within the Mortgages Customer Outcome Testing (COT) team, which acts as a key first-line control to ensure that Nationwide remains compliant while consistently delivering good outcomes and experience for our customers.
The team conducts independent assessments across Group Mortgage Operations, focusing on the quality of interactions, processing, and overall customer outcomes in line with our Quality Frameworks (Customer Outcomes Testing Standard).
You will carry out outcome tests using your experience and expertise to determine the customer outcome of Mortgage customers, grading cases as having delivered a ‘good’ or ‘poor’ customer outcome according to Nationwide’s grading definitions, and whether the customer’s experience met with our ‘CX Standards’.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Core to the role is your ability to provide objective, high-quality evaluations of customer outcomes and customer interactions, ensuring these outcomes align with Consumer Duty requirements, relevant legislation, regulatory standards, and our internal COT Standard.
You will support continuous improvement by identifying opportunities to enhance processes or behaviours, while also adapting to change and evolving our testing approach to meet the needs of the business and our customers.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month secondment opportunity.
At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
For this job, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location