Quality Assurance Officer – Transfers Team

About the role

We are looking for a Quality Assurance Officer to join our Transfers Team in Manchester. You will review Transfer case handling, ensure compliance with regulatory standards, and support continuous improvement across all communication channels.

Key responsibilities

• Review Transfer journeys against QA standards and the established framework.
• Produce accurate assessment reports for each case, maintaining consistency and fairness.
• Participate in monthly calibration reviews to align QA reporting.
• Help update and improve QA guidelines and procedures.
• Record and compile QA results, monitoring personal QA objectives.
• Coach case handlers, delivering clear, actionable feedback.
• Identify business issues and suggest continuous‑improvement recommendations.
• Assist investigations and analyse process enhancements.

Required profile

• Relevant regulatory background, preferably with ISAGIA or SIPP Transfer experience.
• Strong attention to detail and accuracy.
• Ability to give constructive feedback and coach team members.
• Capability to assess communications using the scoring methodology.
• Independent decision‑making while considering team input.

Required skills

What we offer

• Hybrid working model – 3 days in the Manchester office, 2 days remote.
• Competitive salary starting from £30,000 per year.
• Opportunity to develop expertise in financial regulation and QA processes.