Quality Assurance Officer - Transfers Team

Title: Quality Assurance Officer - Transfers Team Location: Manchester 3 days in office, 2 days remote Salary: From £30,000 Who we are: interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £80 billion and over 500,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs. We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights. Purpose of the role: We are recruiting a Quality Assurance Officer responsible for conducting quality assurance reviews of Transfers Case Handlers. The role ensures that processes are followed accurately, minimizing risk and maintaining compliance, while delivering exceptional customer service across all communication channels. In addition, the QA Officer is responsible for providing structured feedback, coaching, and ongoing support to case handlers, helping to drive continuous improvement, enhance performance, and strengthen overall service quality. KEY RESPONSIBILITIES: • Review Transfer journeys to ensure they meet Quality Assurance standards based on our predetermined criteria and framework • Complete accurate assessment reports for each case, ensuring a consistent and fair approach is maintained • Participate in the monthly calibration reviews to ensure consistency across QA reporting • Contribute to the ongoing review and improvement of the Quality Assurance guidelines • Compile and record accurate Quality Assurance results • Maintain/develop knowledge of both ii and industry regulations and any changes to FCA / ICO / FOS rules and guidelines • Coach individual team members to drive performance improvements and deliver clear, actionable feedback • Deliver on personal QA monitoring objectives promptly and accurately • Maintain competence in line with department standards • Effectively plan and organise daily activities and workloads • Identify and highlight business issues and continuous improvement opportunities, providing recommendations • Assist in investigations, analysis and identifying process enhancements SKILLS & EXPERIENCE REQUIRED: • Relevant regulatory background • Relevant ISAGIA or SIPP Transfer experience preferred • Excellent attention to detail and accuracy of work • Ability to provide feedback in a constructive and effective way • Excellent coaching skills to help develop handlers • Ability to assess all types of communication within ongoing Transfer cases accurately in accordance with scoring methodology • Be able to make own decisions whilst taking into account the views of others • Good interpersonal skills with the ability to communicate effectively and appropriately with key stakeholders, verbally and in writing • Ability to challenge where results are not improving and offer solutions on how to make a difference Group Personal Pension Plan – 8% employer contribution and 4% employee contribution Life Assurance and Group Income Protection Private Medical Insurance – Provided by Bupa 25 Days Annual Leave, plus bank holidays Staff Discounts on our investment products Personal & Well-being Fund – Supporting your physical and mental wellness Retail Discounts – Savings at a wide range of high street and online retailers Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful. interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive