Quality Officer

We are currently recruiting for a Quality Control Officer to join our Strategic Delivery Team in Bristol on a 12 month FTC.

Your Role

As a Quality Officer, your primary responsibility is to conduct control and assurance reviews to ensure that the operations consistently delivers fair and compliant outcomes for our clients and their customers in accordance with FCA regulations and internal policies.

This role is evolving to focus more on data-driven exception monitoring rather than traditional checklist-based audits, enabling more targeted, efficient, and insightful quality assurance.

Responsibilities

• Exception-based audits and controls: Conduct audits and reviews that prioritise data-driven exceptions—focusing on anomalies, outliers, and risk indicators surfaced through operational data and dashboards.
• Dynamic, insight-led assessments that better reflect real-world performance and customer outcome.
• Feedback and Actions: Provide actionable feedback to the operational team based on exception trends and root cause insights. Escalate systemic issues to the Senior Operational Governance & CI Manager with supporting data.
• Root Cause Analysis: Perform root cause analysis of errors and identify actions to address these issues.
• Control Framework Development: Contribute to the evolution of audit templates and control criteria to reflect a more analytical, outcome-focused approach. Ensure templates are adaptable to emerging risks and operational changes.
• Support: Assist in completing other tasks/projects as they arise.
• Communication: Create and distribute a quarterly Team Blog that highlights key trends, control insights, and quality themes emerging from exception-based review.
• Quality audit Calibrations: Participate in quality audit calibrations to ensure alignment in our assurance and controls across the team.
• Customer Outcome Focus: Maintain high standards by challenging internal operations using robust, data-informed criteria with a strong emphasis on customer outcomes, especially for vulnerable customers.
• Vulnerable Customer Forum: Support in the running of the Vulnerable Customer Forum.

Your Skills and Experience

• Effective record keeping and high levels of accuracy.
• Excellent attention to detail and a conscientious, 'can-do' attitude.
• Client-focused and supportive of team members.
• Strong communication skills and the ability to work collaboratively.
• Basic knowledge of and ability to use common functions of relevant computer applications with appropriate training.
• Demonstrate satisfactory levels of literacy and numeracy.

Benefits

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm.

Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to talk about how flexible working can work for you and this role.

Diversity and Accessibility

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLT.com