- Location – Head Office, Manchester
- Benefits – Hybrid working, Healthshield – Healthcare, Dental, Optical, Life Assurance (after 3 months) 4 x annual salary, 25 days holiday P.A plus bank holidays
- Hours – 37.5 hours per week
- Salary banding – £35,000 – £45,000 per annum.
Welcome to Roma Finance!
Roma Finance is a multi-award-winning lender offering flexible, tailored solutions for unique property transactions. We combine professionalism, integrity, and innovation to deliver exceptional value and service.
Driven by a skilled, collaborative team, we strive for excellence and continuous growth while maintaining a supportive, inclusive culture for both customers and colleagues.
Senior QA Analyst
Responsible for maintaining business quality procedures and setting standards, the role of the Senior Quality Assurance Analyst is to monitor and report on business performance using a structured quality assurance framework.
This means successfully establishing quality procedures, identifying trends, gaps, and areas for improvement, providing constructive feedback, and highlighting training needs to support continuous development.
The role requires a detail-focused individual with strong analytical skills, quality knowledge, and the ability to use data to drive improvement.
Role responsibilities
- Maintain and evolve business quality procedures, standards, and documentation to ensure compliance with internal and external audit requirements.
- Support the management of external audits by preparing and presenting relevant quality data to demonstrate transparency and readiness for smoother audit processes.
- Conduct data quality checks using the quality assurance framework to report on accuracy and consistency which will identify and address data issues early, improving reliability and decision making.
- Monitor phone calls and interactions to assess adherence to quality expectations to reinforce service standards and to highlight areas for coaching or recognition.
- Collaborate with IT/Change and HR teams to develop and deliver training plans for new systems, playing a pivotal role in the training process to ensure smooth adoption and effective use.
- Identify process improvement opportunities and support implementation where quality gaps are identified to enhance operational efficiencies.
- Report to stakeholders on the quality performance of teams and functions to provide visibility and accountability.
- Use technology and reporting tools to support quality monitoring and present actionable insights.
- Provide feedback and coaching to teams to help improve quality outcomes.
- Review and analyse customer dissatisfaction cases in line with the business complaints procedure and identify trends giving opportunities for change and education.
- Continuously identify new areas where quality may need to be monitored and assessed to drive continuous improvement and highlight emerging risks.
- Manage and monitor the business RCSA framework with stakeholders to help ensure business risks are mitigated.
Person specification
Passionate about the customer experience, exceptional attention to detail, strong organisational skills, resilient, problem-solving mindset, strong analytical approach, excellent communication skills, ability to interpret data and present findings clearly and effectively, ability to influence stakeholders, ability to work under pressure and to targets, background in quality assurance, experience working with third-party auditors, understanding of the specialist lending industry.
Essential Requirements
Previous experience in a Quality Assurance role within financial services.
Diversity and Inclusion
We are an equal opportunity employer and encourage applications from suitably qualified and eligible candidates regardless of gender, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
