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About Us:

One third of the UK working age population are unable to access affordable credit. We at Amplifi want to rectify this issue. We aim to improve the nation's financial health, using our state-of-the-art FinTech ecosystem, allowing ethical lending via credit unions accessible to everyone in the UK.

Amplifi Capital are one of the top 5 lenders in the near prime unsecured personal loans market in the UK. Through our innovative work we have grown our new customer volumes by 5 folds in just the last two years alone. Aiming to increase that number even further as we progress.

We are the biggest name in the UK credit union market with the two largest Credit Unions in the UK on the Amplifi platform. We at Amplifi Capital want to go beyond that, aiming to be the biggest player in the UK personal loan market for the near prime segment. Standing out against our competitors, being at the forefront of personal loans market.

We don't just want to stop there, with the launch of the Reevo Money and our anticipated credit card product in mid-2026 we are expanding our footprint in the near prime lending space.

People always come first at Amplifi Capital. From how we engage with our customers to the thorough recruitment process. Our journey is just getting started, the business has attracted amazing talent so far, and we don't plan on stopping yet!

The Role:

Are you passionate about mitigating risk, quality standards and championing continuous improvement? We are looking for a dynamic and experience Risk and Quality Officer to join us at an exciting time of growth. You will be experience with the risk management framework and quality standards within consumer credit and be accustomed to Contact Centre ways of working. If you like a challenge, this role is for you!

Responsibilities:

• Assist the QA Manager in the delivery of first line control testing and quality assurance reviews, with a focus on ensuring poor customer outcomes and risks are identified, prevented and remediated. This is done through monitoring the Operation's performance across Underwriting, Customer service, Collections, Fraud, and Complaints
• Conduct the required amount of interaction and case evaluations in line with the Quality Assurance Framework
• Complete both agent and check the checker (CTC) assessments, providing coaching and feedback where required to improve the quality of our customer interactions and ensure we provide the best level of customer service
• Monitoring of Trust Pilot Reviews and end to end customer journeys to ensure that Amplifi's policies and processes are running correctly
• Being proactive to identify opportunities for colleague training and development, and to be a champion for good customer outcomes and great customer experience.
• Ensure all complaints and breach issues are communicated to management when detected
• Maintain a sound understanding of associated systems, processes and procedures
• Collaborate with key stakeholders in the Compliance, Customer Operations, Collections and Underwriting teams to drive ongoing improvements
• Support and oversee root cause analysis on potential systemic or emerging risks, informed by QA review outcomes and risk attestation results
• Create reports and MI detailing trends, results and make recommendations for continuous improvement. Presenting data and summary reviews to the Operation's Management Team through the monthly Customer Experience Forum
• Ensure strict adherence to the regulatory standards set forth by the Financial Conduct Authority (FCA) and other relevant regulatory bodies
• Stay abreast of regulatory developments, including the Consumer Duty, and ensure our complaints processes and procedures are aligned with the latest regulatory requirements
• Collaborate with other departments to ensure smooth operations and optimize customer experience
  
  

• 1+years of experience working within a Financial Services / Fintech Customer Operations environment
• Previous Risk or Quality Assurance experience is desirable, but not essential
• You are focused on quality, positive customer experiences, and mitigating risk
• You can work well as part of a team; decisive; goal-oriented; proactive
• You have sound working knowledge of MS Word, and Excel, and experience in task/process-based evaluation
• You are organised and with exceptional attention to detail
• Good working knowledge of relevant regulatory bodies such as FCA, PRA
• Sound understanding of key regulatory principles such as Consumer Duty, Treating Customer's Fairly, Consumer Credit Act.
  
  

• Competitive salary
• 25 days annual leave
• Pension
• Discount shopping
• Private health insurance
• Sociable company
• Hybrid working (2 days from home)
  
  

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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