Quality Assurance Analyst (AI)

TL;DR

Quality Assurance Analyst (AI): Conducting quality assurance testing and analysis for financial products and operations, specifically for Collections & Recoveries, leveraging data-driven approaches and AI integration. Focus on evaluating customer outcomes, identifying systemic issues through data analysis, and ensuring compliance with quality and regulatory standards.

Location: Onsite in Glasgow, Scotland, UK

Company

hirify.global is a purpose-led organisation providing finance across SME, Real Estate, and Personal segments through a unique 'best of both' approach combining human expertise with advanced digital capabilities.

What you will do

• Apply independent QA testing to assess customer outcomes and staff adherence to bank policies and processes.
• Leverage AI tools and data analysis to evaluate customer outcomes, identify patterns, anomalies, and potential risks.
• Identify and instruct financial remediation and account rectification, ensuring actions are completed as directed.
• Review and analyse QA testing outputs to identify common trends, themes, and systemic issues.
• Collaborate with colleagues to share findings, identify root causes, and agree on corrective actions.
• Contribute to the development and refinement of the QA framework, tools, and reporting mechanisms.

Requirements

• Minimum 2 years of Quality Assurance/Customer Outcome experience.
• Minimum 2 years of Collections & Recoveries experience.
• Experience/knowledge of TCF, CCA, MCOB, & CONC.
• Good understanding of Residential and BTL Mortgages, Unsecured Loans, and/or Motor Finance.
• Familiarity with AI technologies and data tools.
• Strong analytical and problem-solving abilities.

Nice to have

• Curious about data and AI with a willingness to learn.
• Effective in handling challenging conversations and influencing perspectives.

Culture & Benefits

• Market-leading family-friendly policies such as Maternity, Adoption, and Paternity from Day 1.
• Free access to Headspace and Peppy digital health apps.
• Employee Assistance Programme (EAP) offering support on various subjects.
• Cycle to work scheme and discounts on gym memberships.
• Minimum of 27 days holiday per year with an option to buy or sell days.
• Participation in an annual discretionary bonus scheme and a recognition program.