Compliance Quality Assurance Analyst

Location: Handforth Dean, Wilmslow
Department: Regulation / Compliance
Reports to: Senior Compliance and Quality Standards Leadership
Job Type: Full-time
Salary: £27,000-£28,000
Working Pattern: Office-based
Travel: UK travel and occasional European travel may be required

We are recruiting for an experienced Compliance Quality Assurance Analyst to join a regulated organisation based in Handforth Dean, Wilmslow.

This is an excellent opportunity for a motivated, detail-focused compliance professional to play a key role in supporting a business-wide compliance and quality assurance framework. The successful candidate will be responsible for monitoring and assessing customer interactions across regulated products and services, ensuring that communications, sales processes and operational activities meet regulatory requirements, data protection standards and internal policies.

The role will involve reviewing calls, emails, face-to-face interactions and other recorded communications to assess compliance, customer outcomes and quality standards. You will provide clear feedback, support coaching activity, produce accurate reporting and contribute to continuous improvement across the compliance function.

Key Responsibilities

Duties will include:

Reviewing customer interactions, including calls, emails, face-to-face meetings and other recorded communications
Assessing the quality and compliance of customer interactions against agreed frameworks
Ensuring sales processes and customer communications comply with relevant regulations, legislation, data protection requirements and internal policies
Identifying compliance risks, customer outcome issues and areas for process improvement
Producing clear, accurate and constructive feedback following quality assurance reviews
Supporting coaching and training activity for operational and customer-facing teams where required
Completing regular monitoring activity in line with agreed targets and deadlines
Ensuring all documentation, management information and reporting is recorded accurately
Carrying out field-based quality assurance checks where required
Supporting second-line compliance monitoring activity across the wider business
Acting as a subject matter expert on relevant projects
Working collaboratively with compliance, operational and sales teams to improve standards
Supporting the continued development of a strong compliance culture
Carrying out general administrative duties as required
Undertaking any other reasonable duties in line with the role

Candidate Requirements

The ideal candidate will have:

Previous experience in quality assurance, compliance monitoring, regulated customer service or a similar role
Strong understanding of FCA regulatory requirements and data protection principles, desirable
Excellent analytical skills and strong attention to detail
Ability to review customer interactions objectively and identify compliance risks
Strong written and verbal communication skills
Confidence providing constructive feedback and coaching support
Good organisational and time management skills
Ability to manage monitoring targets, deadlines and reporting requirements
A professional, empathetic and objective approach when handling sensitive matters
Strong IT skills, including Microsoft Office and reporting systems
Experience producing management information, reports and compliance documentation
Ability to work collaboratively with compliance and operational teams
A flexible approach and willingness to travel across the UK and occasionally Europe when required
A proactive attitude towards continuous improvement and regulatory best practice

The Role

This is a varied and important role within a regulated environment, offering the opportunity to support compliance monitoring, customer outcome assessment, stakeholder engagement, coaching and project work.

The successful candidate will be analytical, organised and confident working with customer interaction data and regulatory frameworks. You will be committed to maintaining high standards, supporting fair customer outcomes and helping to improve compliance processes across the business.

How to Apply

To apply, please send your CV

Job Title: Compliance Quality Assurance Analyst
Location: Handforth Dean, Wilmslow
Department: Regulation / Compliance
Travel: UK and occasional European travel may be required
Experience: Quality assurance, compliance monitoring or regulated customer service experience preferred

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