Quality Assurance Auditor
We're Loans by MAL — a profitable, growing lender based in the Bournemouth area. We lend responsibly, move quickly, and make decisions without layers of corporate bureaucracy getting in the way. We're building out our Quality and Assurance function across the whole business and we're looking for a detail driven person, who's not afraid to have uncomfortable conversations with people - feeding back to colleagues at all levels when something's gone wrong. Communicating clearly, calmly and with evidence to prove your findings.
You'll cover the full customer lifecycle - from origination and underwriting to servicing, collections and complaints handling. You'll be reviewing individual communications and full cases against our internal processes and regulatory requirements (FCA and ICO). This isn't a box-ticking role. You'll be the person who catches the small pattern before it becomes a regulatory finding, and who can explain why something matters, not just that it's wrong.
The objective is simple: increase engagement and create better outcomes. That will be the usual channels. Phone. SMS. Email. But it will also involve testing new approaches, improving existing processes, and helping us build a more effective recoveries function.
What You'll Be Doing
- Auditing across the lending lifecycle — from underwriting to collections — against internal processes and regulation
- Identifying patterns and root causes across teams, not just one-off errors — and feeding them back into training and process
- Writing clear, evidenced audit findings and reports for management
- Delivering feedback directly to members of the team - you'll be comfortable discussing the uncomfortable with colleagues at all level
- Working closely with the whole team without becoming captured or influenced by any one of them — independence is crucial
- Helping to build upon the existing audit schedule, considering sampling methodology and prioritising the highest areas of risk
What We're Looking For
- Experience in QA, compliance monitoring, or audit within a regulated lending, banking, or insurance environment
- Sharp attention to detail — you notice the thing everyone else scrolled past
- The confidence to raise an issue to someone senior to you and, to hold your ground if it's unwelcome
- Clear written communication — your reports need to be understood by people who weren't in the room
- Flexibility and agility, working between different tasks across a week — reviewing a credit decision on Monday, a collections call on Tuesday, a complaint file on Wednesday
- Solid working knowledge of FCA requirements, particularly Consumer Duty
More important than industry experience is mindset.
- You're tenacious.
- You naturally look for problems, and enjoy solving them
- You consistently look for better ways to do things
- You don't shy away from an uncomfortable conversation
- You take ownership.
What You'll Get
- A genuinely independent role — you report on quality across the business, you don't get managed by any team you audit
- Direct access to leadership; your findings get acted on, not filed
- A small company where your work is visible and your judgement is trusted
- Real career progression and opportunity. If that sounds interesting, we'd love to hear from you.
Package and benefits:
- £35,000-£40,000 depending on experience.
- 22 days holiday plus bank holidays.
- Your birthday off every year.
- A sparkly, brand new office in the heart of Westbourne.
- On-site gym.
- Regular team socials and events.
Before you apply have a think about whether you're someone that's comfortable with sometimes being unpopular. Holding the same standard no matter who you're auditing. If you'd rather do what's right than be liked (sometimes of course) then we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- Discounted or free food
- On-site gym
Work Location: In person
