Quality Assurance Analyst

About the role

Secure Trust Bank is looking for a Quality Assurance Analyst to join its Consumer Products division. Working from either Cardiff or Solihull, you will help deliver exceptional customer experiences while ensuring compliance with regulatory standards and the Bank’s own quality expectations.

Key responsibilities

• Monitor customer interactions across multiple channels to verify regulatory compliance and Consumer Duty standards.
• Conduct quality assurance reviews of processes, systems and customer journeys, identifying risks and improvement opportunities.
• Perform detailed departmental audits and investigations, escalating findings to senior stakeholders.
• Assess end‑to‑end operational processes to proactively mitigate customer and business risks.
• Provide clear, constructive feedback to managers and teams to drive performance and continuous improvement.
• Analyse quality and performance data, contributing to management reporting and business insights.

Required profile

• Enthusiastic and proactive with a strong eye for detail.
• Ability to work in a fast‑paced, regulated environment.
• Excellent communication skills for delivering feedback and reporting findings.

Required skills

• Experience with quality assurance methodologies and audit processes.
• Familiarity with regulatory compliance frameworks, particularly in banking.
• Strong analytical abilities to interpret performance data.

What we offer

• Competitive salary £27,000‑£30,000 per year.
• Discretionary bonus and matched pension contributions.
• 25 days annual leave plus bank holidays and a birthday day off.
• Wellbeing hour, flexible benefits, private healthcare and life assurance.
• Opportunities for professional development and career progression.