About

• About the team
• The L1 Quality Assurance function acts as the bank’s first line of defence, reviewing and testing calls to ensure we are consistently delivering good customer outcomes, meeting TCF and Consumer Duty expectations, and complying with regulatory requirements.
• We are a dynamic and flexible team based across the UK and India. Collaboration is at the heart of what we do — we work closely with each other and with the Operations department to spot trends, share insights, and develop practical solutions. With a strong “one team” mindset, we’re committed to continuously improving the customer journey.
• What you will be doing?
• As a Quality and Control Analyst, you will play a key role in maintaining high standards across our Financial Support team. You will carry out call monitoring to make sure we deliver fair, accurate and compliant outcomes for every customer.
• Using your analytical mindset, you will help drive team performance by identifying development needs, spotting emerging trends and offering clear, practical insights through data-driven insights and reporting. Your work will directly contribute to improving quality, productivity and the overall customer experience.
• You will be part of a close‑knit, supportive team where your expertise and ideas are valued and will have a meaningful impact on not only the success of the department and wider Group, but on the experience of our customers.
• Your responsibilities will include…
• Reviewing the call quality of the Financial Support team to ensure good customer outcomes are achieved and full regulatory compliance is maintained.
• Assessing a wide range of recorded calls, ensuring adherence to external regulations and our internal outcomes‑based expectations.
• Assessing new starter calls and supporting their development, ensuring they meet the required quality standard before going live on the phones.
• Re‑testing calls previously marked by managers to ensure accuracy, consistency, and alignment in scoring and approach.
• Interpreting reports, analysing data and presenting insights in a clear, simple and actionable way.
• Producing monthly commentary that highlights key trends, risks and opportunities for improvement.
• Escalating any risks promptly and appropriately to protect both customers and the business.
• Identifying skill gaps and recommending suitable learning and development opportunities, especially for new team members.
• Working independently, using sound judgement to prioritise tasks, and seeking guidance only on the most complex issues.
• Identifying potential fraud or contract breaches and escalating concerns immediately to the relevant authority.
• What's in it for you?

We offer a base salary dependent on experience of between £29,000 - £32,000 and a competitive benefits package including

• Enhanced family-focused benefits
• Hybrid-working
• Annual bonus opportunity
• Please use this link to see the fantastic benefits available at OSB: OSB Careers
• About us
• At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become ‘the bank of the future’.
• Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.
• Do you have the skills?

We are looking for talented individuals who have the experience and knowledge set out below

• Previous experience of working within a regulated financial services environment, preferably with a background in collections/financial support.
• Hands on experience in quality checking, audit or quality assurance, such as reviewing cases, calls or processes.
• Confidence in working autonomously within existing well-defined practises and procedures.
• A good understanding of secured debt products, including mortgages (e.g. instalments in arrears/advance, master/subsidiary accounts, second‑charge loans and STL loans).
• Next steps
• If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.
• Still on the fence? Hear from our team or explore our process: OSB Careers
• Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you!
• Diversity, Equity & Inclusion
• Not sure if you meet the spec? Let us decide.
• Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.
• We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.