Quality Assurance & Controls Analyst Location: Remote (UK residents only) Working Hours: 35 hours per week (Monday - Friday between 08:00 - 17:30 ) Salary: Upto £31,000 About Us When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we have always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it is an approach that can make a real difference to people who want to own a property. Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities. What You Will Be Doing As a Quality Assurance & Controls Analyst, you will play a key role in driving exceptional customer experiences by supporting and coaching frontline teams to achieve the highest standards of quality. You will have a key role in identifying potential or actual customer harm and articulating the corrective and preventative actions. You will actively lead quality monitoring activities, identifying opportunities for improvement and implement impactful solutions across the Mortgage Servicing Operation. Key Accountabilities Conduct quality and assurance checks to assess performance, provide timely feedback and coach on areas of improvement to support the development of Agents, Specialists and Investigators. Act as a role model to inspire and motivate teams to deliver an exceptional service to customers, whilst ensuring compliance with legal and regulatory standards. Champion company values, ensuring the right outcomes for customers, colleagues and clients in every interaction. Analyse quality monitoring data to uncover trends, address skill gaps and recommend tailored training or coaching to drive improvement. Collaborate with frontline management to enhance quality scores by implementing improvement activities, such as calibration sessions and coaching plans. Drive improvements in customer experience and fairness by supporting the delivery of key initiatives across the operation. What You Will Need Proven experience in a Quality Assurance and Controls Analyst or similar role gained within the Financial Services sector, with a strong understanding of the industry and it's challenges. Excellent communication skills, both written and verbal, with the confidence to engage effectively at all levels. A natural ability to challenge the status quo in a professional manner, fostering collaboration and maintaining strong working relationships. Proven stakeholder management skills. Strong persuasion and influencing skills to drive best practices and inspire positive change. A passion for coaching and developing others to unlock their full potential. Relevant professional qualifications or certificates (desirable). Why Join Kensington Mortgages Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available, so we try and support everyone however we can. We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued. We are an inclusive and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We are a place where you can be you. As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks. Ready To Make A Difference? If you're passionate about driving quality, inspiring excellence and shaping exceptional customer experiences, we'd love to hear from you. Bring your skills, ideas and enthusiasm to this rewarding role and help us ensure we're always doing the right thing for our customers, colleagues and clients.