Quality Assurance Analyst Job at 360 Resourcing Solutions (Birchwood)

Quality Assurance Analyst

360 Resourcing Solutions

Location:
United Kingdom , Birchwood

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Quality Assurance Analyst (QA) plays a key role in maintaining and enhancing quality standards across customer interactions and compliance activities — including Safer Gambling, Customer Due Diligence (CDD), Customer Service, and Complaints handling. You’ll support the delivery and continuous improvement of a robust QA framework that ensures consistency, regulatory compliance, and excellent customer outcomes.

Job Responsibility:

Work with Compliance Operations and Customer Service Team Managers to ensure the required volume of QA checks are completed, covering Safer Gambling, CDD reviews and interactions, Customer Service contacts, and Complaints handling
Support the creation, enhancement, and delivery of a robust QA plan, ensuring the structure and approach to Quality Assessment across the operation is consistent and effective
Establish and maintain strong relationships with key stakeholders across Compliance, Customer Operations, and supporting teams to enable collaboration and meaningful feedback
Track, monitor, and report on actions and recommendations arising from QA activity, ensuring owners complete them effectively and on time
Ensure all QA assessments and records are completed accurately, consistently, and within agreed timeframes
Provide stakeholders with clear and insightful QA reporting, highlighting key findings, recommendations, and overall adherence to internal standards and the wider regulatory environment
Collaborate with the Training and Knowledge Base Manager to identify training needs and support the delivery of new or refresher training
Produce monthly QA Management Information (MI) where requested, for submission to relevant forums, committees, and governance meetings
Identify, assess, and escalate any compliance, conduct, or operational risks in a timely and appropriate manner
Maintain an up-to-date understanding of relevant regulatory requirements, including data protection, anti-money laundering (AML), safer gambling, complaints handling, and customer contact regulations
Maintain strong knowledge of internal policies, procedures, and controls, ensuring QA assessments are carried out with a compliance-first approach
Contribute to a culture of continuous improvement by identifying recurring issues, recommending process enhancements, and supporting change initiatives

Requirements:

Experience in Quality Assurance, Compliance Monitoring, or Operational Quality roles, ideally within a regulated or customer-centric environment
Knowledge of Safer Gambling, Customer Due Diligence (CDD), and Customer Service quality standards
Understanding of complaints handling processes and associated regulatory or customer experience requirements
Exceptional attention to detail with strong analytical and problem-solving skills
Skilled communicator with the ability to provide clear, objective, and constructive feedback to drive improvement
Strong organisational skills and the ability to manage multiple priorities and deadlines
Competent in using data and reporting tools to produce and interpret QA MI
Proactive and collaborative mindset, with a genuine passion for quality, compliance, and customer experience

Additional Information:

Job Posted:
May 16, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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