Nationwide
Senior Quality Assurance Analyst
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The Senior Quality Assurance Analyst
The Senior Quality Assurance Analyst plays a critical role in providing oversight, assurance, and insight across Business Banking Operations. The role is responsible for identifying risks, emerging trends, and customer experience opportunities through detailed analysis of complaints, quality, and operational data. By providing expert challenge, leading investigations, and influencing stakeholders at all levels, the role helps drive sustainable improvements, strengthen governance frameworks, and improve customer outcomes.
This role sits within the Quality, Governance, and Risk team within Business Banking Operations and provides specialist expertise across quality assurance, customer experience, risk, and continuous improvement.
The Senior Quality Assurance Analyst leads complex quality and thematic reviews, analysing complaints, customer feedback, quality outcomes, and operational performance data to identify trends, root causes, and emerging risks. Using insight to influence decision-making, the role works closely with operational leaders and stakeholders to drive improvements, strengthen controls, and deliver better customer outcomes.
The role acts as a subject matter expert for quality and customer experience, providing independent challenge, oversight, and recommendations that support Business Banking Operations in achieving its strategic objectives while maintaining strong governance, risk, and regulatory standards.
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Working Arrangement
For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Glasgow or Edinburgh office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. Alternatively, you'll be located at our Edinburgh hub. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
While these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.
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About Us
Virgin Money is now part of Nationwide. Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised, and celebrated.
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.
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