Quality Assurance Officer – First Line Risk

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Location: Head Office, London

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Hours: Monday to Friday, 9:00am–5:30pm

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Working Pattern: Hybrid (50/50)

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Reports to: Risk & Compliance Manager

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Department: First Line Risk & Compliance – Quality Assurance

We’re looking for a highly analytical, detail‑driven Quality Assurance Officer to join our First Line Risk function. This role sits at the heart of HTB’s assurance framework, ensuring our customer operations and front‑line processes consistently deliver fair outcomes, meet regulatory expectations and uphold the bank’s high standards. You’ll conduct assurance reviews, thematic assessments and complaints investigations — playing a key role in identifying trends, improving colleague competence and strengthening our risk culture.

If you’re curious, thorough, and passionate about getting things right for customers, this role offers significant impact and visibility across the organisation.

• Complete monthly, quarterly and annual QA assessments within agreed timelines
• Conduct thematic reviews to assess colleague competence, customer outcomes and control effectiveness
• Document observations, evidence, and management actions thoroughly and clearly