Liberty Blume on cord

Liberty Blume

Integrity and Assurance Manager

External position
Bradford, UK
Hiring internally for Liberty Blume?
Consultancy
Giving your business the freedom to grow
Posted
a week ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Quality Assurance
Experience level: Senior, Lead
Core skills considered: Data Protection, Training & development, Stakeholder Management
Other skills considered: Process management, Communication software

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: FTC
Remote working: On-site
Visa sponsorship: Not available

Job Description

We are seeking an experienced Integrity and Assurance Manager to provide fixed-term maternity cover within People Services. The role will support the continued operation and development of quality assurance, risk oversight, control assurance and continuous improvement activity across customer and employee-facing services. The postholder will use quality insight, risk information and assurance findings to support consistent service delivery, effective governance and evidence-based improvement.

The postholder will assess the quality of work completed across People Services, including calls, emails, case records and other relevant interactions. This will include checking whether work has been completed in line with agreed processes, quality standards, data protection requirements, compliance obligations and expected service outcomes. Findings, themes and agreed actions will be recorded in CalQRisk to support reporting, trend analysis, coaching, training and targeted improvement activity.

The postholder will provide oversight of the QA framework, support consistent application of scorecards and assessment standards, undertake independent assurance activity, and work collaboratively with operational and specialist teams to improve service quality. The role will also support the safe and controlled use of AI-assisted QA, helping to increase coverage while ensuring appropriate human review, professional judgement and governance remain in place.


Responsibilities

  • Maintain and continuously improve QA frameworks, scorecards, assessment criteria and supporting guidance across relevant People Services areas.
  • Oversee approved QA scorecards in CalQRisk, ensuring assessments, evidence, outcomes and actions are recorded consistently and remain auditable.
  • Agree risk-based sampling approaches and coordinate QA activity completed by Team Leaders and other authorised reviewers.
  • Complete independent dip checks and check-the-checker reviews to assess the accuracy and consistency of operational QA activity.
  • Facilitate calibration sessions, resolve scoring interpretation issues and support consistent assessment standards across reviewers.
  • Monitor failed assessments, repeat findings, overdue actions and material quality concerns, escalating where appropriate.
  • Support the design, testing and controlled implementation of AI-assisted QA for calls, emails, chats or other eligible interactions.
  • Identify suitable automation use cases to increase QA coverage while protecting the integrity, fairness and reliability of the assurance process.
  • Validate AI-generated assessments through human sampling, comparison and calibration before outputs are relied upon for reporting or action.
  • Identify and manage risks including inaccurate outputs, loss of context, bias, over-reliance on automation, data protection concerns and inappropriate use of AI.
  • Document AI controls, decision points, limitations, validation activity and escalation routes.
  • Work with operational, technology, privacy, risk and compliance stakeholders to ensure AI use follows approved governance and business requirements.
  • If brought into scope, support QA reviews within FCA-regulated environments against approved regulatory, conduct, policy, process and customer outcome requirements.
  • Identify potential conduct, compliance, vulnerable customer, complaints-handling, communication, record-keeping or customer outcome concerns where included in an approved future QA framework.
  • Support applicable compliance monitoring and operational control requirements, recognising that accountability remains with Compliance, Risk and operational management.
  • Escalate potential regulatory breaches, customer harm or systemic control weaknesses through appropriate governance routes where identified through agreed QA activity.
  • Use FCA-related QA insight, where applicable, to improve regulated customer journeys and evidence fair and consistent outcomes.
  • Identify, assess, record and monitor quality, operational, data protection, process and compliance risks arising from People Services activity.
  • Support risk workshops, control reviews, incident analysis and maintenance of risk, issue and action records in the approved system.
  • Provide evidence-based assurance that teams are following relevant processes, policies, controls and data-handling requirements.
  • Support audit and assurance activity by maintaining clear evidence, decision records and governance documentation.
  • Escalate significant or recurring control failures and track corrective actions through to closure.
  • Design and deliver workshops, training sessions, guidance and supporting materials in response to QA findings, risk themes, process changes and business needs.
  • Deliver engaging and practical training to Advisors, Team Leaders, managers and other relevant teams.
  • Provide clear, constructive and evidence-based feedback to support coaching and capability development.
  • Identify knowledge and training gaps through QA findings, complaints, CSAT, calibration and trend analysis.
  • Evaluate feedback and quality outcomes to improve future training content and delivery.
  • Analyse QA, CSAT, complaints, risk and operational information to identify recurring issues, root causes and improvement opportunities.
  • Make practical, evidence-based recommendations relating to processes, policies, knowledge content, templates, systems, training and controls.
  • Facilitate improvement discussions and workshops with Operations and relevant stakeholders.
  • Maintain visibility of recommendations, agreed owners and actions, and monitor progress and impact.
  • Promote a culture in which QA drives prevention, learning and service improvement rather than being treated solely as a scoring activity.
  • Produce clear management information and insight on QA results, compliance themes, customer and employee experience, operational risks, recurring issues and agreed improvement actions.
  • Present findings, risks, themes and recommendations to Team Leaders, operational managers and senior stakeholders.
  • Partner constructively with Operations, Compliance, Risk, Privacy, Technology and other stakeholders while retaining appropriate independence and challenge.
  • Communicate emerging risks, quality trends and material issues promptly and proportionately.
  • Create, review and maintain QA processes, governance documents, scorecard rationales, guidance, templates and control evidence.
  • Support quality-by-design for new services, clients and significant operational changes by agreeing standards, controls, sampling, scorecards, reporting and calibration requirements before go-live.
  • Support onboarding and readiness assurance for relevant customer or employee-facing roles, including review of training, process guidance and early quality monitoring.
  • Ensure documentation remains clear, current, usable and aligned with approved business and compliance requirements.

Requirements

  • Experience in HR Shared Services, People Services or another multi-channel service operation.
  • Demonstrable experience in quality assurance, operational risk, compliance, audit, governance or a related assurance discipline.
  • Experience developing or maintaining QA frameworks, scorecards, controls and assessment guidance.
  • Ability to analyse interactions and operational data, identify root causes and turn findings into practical recommendations.
  • Experience leading calibrations, workshops, training or structured stakeholder sessions.
  • Strong written and verbal communication, with the confidence to provide constructive challenge and present findings to senior stakeholders.
  • Strong organisation and prioritisation skills, with the ability to manage multiple service areas and follow actions through to completion.
  • Good working knowledge of Microsoft Excel, PowerPoint and Microsoft 365 tools.
  • Sound understanding of data protection, confidentiality and evidence-based decision-making.
  • Experience in an FCA-regulated environment, such as consumer lending, banking, insurance, credit broking or regulated customer services.
  • Knowledge of FCA expectations, Consumer Duty, customer outcome monitoring, vulnerable customer considerations and conduct risk.
  • Experience reviewing regulated calls, emails, chats or case records against compliance and customer outcome standards.
  • Experience with CalQRisk or another quality, risk, compliance or assurance management platform.
  • Experience testing, governing or validating AI-assisted QA or automated interaction analytics.
  • Experience supporting ISO 9001, ISO 27001, internal audit or formal control assurance activity.
Integrity and Assurance Manager at Liberty Blume
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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