QA & Training Manager

About Abound
We're on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £800 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what's left at the end.

On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We're taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.

We're looking for a QC Manager to join our team, working closely with our collections and customer support teams.

The role will be based in MK office with 3 days in the office, and you will need to travel to our London office 2 to 4 times a month on average(travel expenses covered).

Who You Are

• Proven experience in a quality control or assurance role within the financial services sector, ideally in lending.
• Hands-on experience in customer service, ideally in lending
• Knowledge of UK financial regulations and compliance requirements, particularly FCA standards including CONC
• Strong analytical skills with great attention to detail and the ability to identify actionable insights.
• Good communication and able to effectively collaborate with multiple ops teams
• Proficiency in quality management tools and reporting systems.
• A steadfast commitment to delivering outstanding customer service and driving operational excellence.

What You'll Be Doing
Quality Control Framework Development:

• Design and implement a robust QC framework for Customer Operations, focusing on customer service and collections.
• Ensure all processes and interactions align with regulatory standards (e.g., FCA rules and guidance, incl. Consumer Duty) and internal policies.
• Work closely with the customer ops team and leads Liaise with the second-line Compliance team as needed
• Support the review, design and implementation of a new competency framework across the operational teams

Customer Interaction Reviews:
Conduct thorough reviews to ensure compliance, accuracy, and timeliness:

• Customer Service: Assess the quality and speed of responses across channels (email, SMS, calls, letters). Evaluate response accuracy, adequacy, and adherence to SLAs, including time to first response and resolution.
• Complaints Handling: Monitor interactions with customers, internal teams, and the Financial Ombudsman Service (FOS) to ensure quality and timeliness.
• Collections: Evaluate the appropriateness, accuracy, and compliance of customer interactions in collections, including application of tailored forbearance and treatment of vulnerable customers

Operational Process Assessment

• Analyse day-to-day processes, identify performance gaps or service delivery issues, and recommend actionable improvements.
• Provide timely feedback and training to teams based on QC findings, fostering a culture of continuous improvement and customer-centricity.

Reporting And Analytics

• Prepare detailed QC reports for senior management, highlighting key trends, risks, and improvement opportunities.
• Collaborate with data teams to leverage insights for better decision-making and customer experience enhancements.