Quality Assurance; First Line Specialist

Quality Assurance (First Line) Specialist

This range is provided by Money Plus. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

We’re Money Plus. Life isn’t always simple, that’s why we do what we do. Our services help to make life less complicated – and expensive. We offer advice and financial services that help our customers overcome their troubles with debt once and for all. We’re people who take care of people. We’ll be there to help with things that can easily be forgotten about, answer any complicated questions and help our customers to plan for their future and reach their financial goals.

Tough problems and challenges are no match for us. We’re a team of quick thinkers and relentless doers, with lots of ideas and plenty of passion to help improve the lives of others. If you share our passion for improving the lives of others through simple, affordable, jargon-free services, then you may have what it takes to join our team.

The First Line Quality Assurance Specialist is responsible for performing real‑time quality checks on products, processes, or services to ensure compliance with defined standards, regulatory requirements, and customer expectations. This role functions at the frontline of operations, identifying quality deviations early, supporting corrective actions, and promoting a culture of continuous improvement.

By embedding quality at the point of delivery, the role strengthens operational performance and ensures consistency with FCA regulations, internal policies, and Treating Customers Fairly (TCF) principles. The First Line QA Lead works closely with Operations leadership, Training, and the second‑line QA and Compliance teams to maintain a joined‑up approach to quality.

The role is responsible for assessing and testing customer outcomes to ensure fair value, clear understanding, and appropriate support. Insights from QA activity will feed directly into the continuous improvement of operational processes, communications, and product or service design, driving better outcomes for customers and the business.

• Family Friendly – Having a healthy work life balance is important to us. We offer a minimum of 25 days holiday allowance per year.
• Discounts – Is there anything better than a few freebies? Join our team and you’ll have access to Perkbox, which has tons of deals for you to choose from, as well as free healthy breakfast in our on‑site café, tea and coffee, and fresh fruit.
• Social – We value the relationships our employees have with one another, encouraging them to come together.
• Doing our bit – We show support in every way we can to our clients, people, and company charity. We have regular fundraising activity, organised by our very own Social and Fundraising Committee.
• Wellbeing – We provide a free cashback healthcare plan, as well as discounted gym and fitness deals. We also have a cycle to work scheme to encourage our people to make healthy life changes and an on site free to access Wellbeing Counsellor to support mindset and mental health counselling.
• Training – We want our people to be the best. We care about your development, which is why we provide professional training opportunities, so that you can be the best possible you.

• Review advisor calls, case notes, and documents to check compliance, accuracy, and customer outcomes, making sure they reflect FCA standards.
• Give clear, constructive feedback and coaching to help advisors improve quality, consistency, and customer focus.
• Monitor adherence to Standard Operating Procedures (SOPs) and quality standards.
• Spot trends or recurring issues and escape any risks, breaches, or training needs to the second‑line QA and Compliance teams.
• Test and monitor customer outcomes to make sure all customers — including those in vulnerable situations — receive fair, clear, and supportive service in line with Consumer Duty.
• Share QA insights to help improve processes, customer communications, and product or service design, turning lessons learned into better customer experiences and outcomes.
• Take part in calibration…