Job Title: Compliance QA Analyst
Company: Evolution Money
Location: Manchester City Centre
Job Type: Full-time
Basic Salary: up to £36,000 dependent on experience.
About Us:
Evolution Money is a Certified B Corp with a social purpose. At Evolution Money, our mission is to redefine financial inclusion by providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being. Through innovative and purpose-driven approaches, we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions.
About the team:
The Compliance, Oversight, Risk and Assurance team ensures the organisation meets regulatory expectations, manages key risks, and maintains strong governance. The team covers a range of specialist areas including Compliance Oversight, Outcomes Monitoring, Conduct Risk, Horizon Scanning, Regulatory Liaison, Data Protection, Financial Crime, Regulatory Policy, Governance, Whistleblowing, Complaints, Customer Communications, Consumer Duty reporting, and regulatory permissions.
Within the team, the Compliance & Oversight function provides direction, monitoring, and challenge in a Second Line of Defence capacity. Compliance guides the business on regulatory expectations, reviews activities for adherence to policy and regulation, and ensures controls are well designed and aligned with strategic and governance requirements. Oversight activities span a broad range of specialist areas, including complaints handling, financial crime, data protection, regulatory policy, conduct risk, customer communications, and outcomes monitoring, ensuring each operates in a compliant and well controlled manner. Together, these activities support the business in managing regulatory risks, maintaining effective controls, and ensuring operations remain aligned with organisational policy, regulatory standards, and expectations of good customer outcomes.
The Role:
Part of the Compliance, Oversight, Risk, and Assurance team, reporting to the Compliance & Oversight Manager, you’ll will be responsible for the second-line monitoring of customer interactions for regulated second-charge mortgage sales, unsecured loans, customer support, collections, complaints and data protection across all channels to ensure the business is operating as expected and our customers are receiving a good outcome. This is an excellent opportunity to become a valued member of Team Evo and grow with us.
Key Responsibilities
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Assessing call recordings, email conversations, and other recorded media of any relevant customer interaction connected to regulated products by any Evolution Group Company employee or relevant third parties.
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Providing an assessment of compliance and quality of those interactions based on a set framework (regulated products and data protection).
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Listen empathetically and ensure the right customer outcome has been achieved.
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Ensuring the team delivers the quality of monitoring required to ensure the Company’s processes are compliant with all relevant legislation/regulation and Company Policies.
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Completing appropriate levels of monitoring, based on variable targets, on a regular basis and ensuring all documentation and MI is accurately recorded.
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Collaborate with the 1st line QA and performance management teams to produce and deliver feedback for agents with regards to the assessments undertaken (positive and negative).
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Assist in training and coaching of agents, where required
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Undertake assigned tasks related to the Compliance & Oversight activity, as required, to support departmental objectives
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Work with the rest of the compliance & oversight team to improve and maintain the overall maturity level of compliance understanding across the business
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Any other duties deemed appropriate by the business
Qualifications (minimum):
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A good standard of verbal and written communication in English.
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A minimum of 2 years’ experience in regulated financial services, in a QA (interaction monitoring), compliance, or a related function (such as regulated product sales).
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Comprehensive knowledge and understanding of the frameworks, tools, and techniques of compliance and quality assurance.
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Ability to monitor and assess customer interactions against legislative/ regulatory/ company requirements to ensure that customers are getting a good outcome.
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High level of attention to detail and high-quality standards.
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Ability to produce regular MI reporting that is accurate, concise, and appropriate.
Qualifications (additional)
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Intelligent, articulate, and persuasive individual, who can communicate compliance related concepts to both technical and non-technical staff.
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Excellent time management skills and ability to effectively manage changes to priorities and deadlines.
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Excellent communication and organisational skills.
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Experience of providing feedback/coaching in a constructive manner.
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The ability to clearly express ideas and communicate succinctly across a range of colleagues, including senior managers.
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Ability to work as a member of a team and upon own initiative.
Desirable
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Industry recognised certification in compliance, oversight, risk, or assurance.
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Quality management software experience.
It should be noted that this is a business Compliance QA role focussed on customer interaction monitoring. Please do not apply for this role if you are a technology QA specialist, tester, or engineer as your application will be rejected.
The responsibilities set out in this document and any additional information are intended to provide a guide to the role. It is not possible to include everything you will be asked to undertake, and we expect all employees to work flexibly according to business needs and to enhance your own development. Your skills, abilities and training needs will be taken into account and discussed with you when any significant changes to your role are needed.
Here’s what you’ll get back:
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Up to 25 days’ annual leave + Bank Holidays
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Your birthday off, every year!
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A healthcare cash plan
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A contributory pensions scheme, matched up to 5%
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Long Service Awards
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Cycle to work scheme
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Life Assurance
Company Culture:
Join us on our journey to redefine financial inclusivity. As we continue to evolve, so do the possibilities for those we serve. Our goal is not just to provide loans but to architect a future where financial empowerment is a reality for everyone.
At Evolution Money, we value creativity, innovation, and a collaborative spirit. Our team is dedicated to delivering exceptional results and creating a positive impact in the financial services industry. We believe in fostering a work environment that encourages growth, learning, and teamwork.
We are committed to encouraging equality, diversity and inclusion and aim to create a working environment where every employee is respected.
We will provide fairness, and respect to all our prospective employees, and all hiring decisions are based on merit.
We aim to ensure that no job applicant is placed at a disadvantage by practices or requirements which disproportionately disadvantage protected groups, and which are not justified by the demands of the role.
Everyone is welcome at Evolution Money! We are proud in creating an inclusive and diverse culture in our Evo Team community. We want to ensure that you feel comfortable and can give your best throughout the recruitment process. We encourage applications from all backgrounds and communities, and we are more than happy to discuss any reasonable adjustments that you may require. Please get in touch with us at any stage of recruitment to discuss it: [email protected]
If you need any support with completing this application, please contact [email protected] and we will be happy to assist.
Evolution Money is a Disability Confident Committed employer. We offer interview to anyone with disability who meets the minimum criteria for the role.
