Senior Quality Assurance Analyst

The Senior Quality Assurance Analyst plays a critical role in providing oversight, assurance and insight across Business Banking Operations. The role is responsible for identifying risks, emerging trends and customer experience opportunities through detailed analysis of complaints, quality and operational data. By providing expert challenge, leading investigations and influencing stakeholders at all levels, the role helps drive sustainable improvements, strengthen governance frameworks and improve customer outcomes. 

This role sits within the Quality, Governance and Risk team within Business Banking Operations and provides specialist expertise across quality assurance, customer experience, risk and continuous improvement. 

The Senior Quality Assurance Analyst leads complex quality and thematic reviews, analysing complaints, customer feedback, quality outcomes and operational performance data to identify trends, root causes and emerging risks. Using insight to influence decision-making, the role works closely with operational leaders and stakeholders to drive improvements, strengthen controls and deliver better customer outcomes. 

The role acts as a subject matter expert for quality and customer experience, providing independent challenge, oversight and recommendations that support Business Banking Operations in achieving its strategic objectives whilst maintaining strong governance, risk and regulatory standards. 

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Glasgow or Edinburgh office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. Alternatively, you'll be located at our Edinburgh hub. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You will lead the analysis of complaints, Customer Effort Score (CES), quality and operational data to identify customer rework, emerging risks, recurring issues and opportunities for improvement, translating insights into clear recommendations and action plans that enhance customer outcomes. You will produce and present high-quality management information, thematic reviews and insight packs for senior stakeholder forums, providing meaningful analysis, constructive challenge and recommendations to support informed decision-making.

You will partner with operational leaders to review customer journeys end-to-end, challenge existing processes and influence strategic improvement activity. You will proactively identify emerging operational, conduct and customer risks, escalating concerns where appropriate and supporting the development of effective mitigating actions and controls.

You will drive quality assurance and governance activities across Business Banking Operations, ensuring robust control oversight, consistent application of quality standards and strong assurance against risk, regulatory and policy requirements. Working collaboratively across the business, you will lead cross-functional reviews and improvement initiatives that reduce customer pain points, strengthen operational performance and deliver better customer outcomes.

You will also support the development and evolution of quality frameworks, governance standards and assurance methodologies, ensuring they remain effective, consistent and aligned with organisational requirements. Through coaching, guidance and expert challenge, you will help operational teams and stakeholders build capability and embed quality best practice. In addition, you will act as a mentor and technical expert within the wider Governance, Quality and Risk team, supporting colleagues with complex analysis, investigations and assurance activities.

About you

• Strong knowledge of Business Banking Operations processes and customer journeys, with the ability to understand complex operational issues and assess their customer, risk and regulatory impacts
• High levels of personal accountability and ownership, with the ability to manage multiple priorities and deliver high-quality outputs with minimal supervision
• Strong investigative and problem-solving skills, with the ability to independently lead reviews, challenge existing thinking and identify practical solutions
• Analytical capability and attention to detail, with experience interpreting data and translating insight into meaningful business recommendations
• Track record of delivering accurate and effective work, demonstrating strong attention to detail and consistency in output
• Proficiency across Microsoft Office applications, particularly Excel and PowerPoint, with the ability to create clear, impactful reporting and presentations 

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
 
 

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Abbie Lawson, and the main recruitment contact is Farah Khan.