Our Story

Genistar is one of the fastest growing financial services companies in the UK. We are dedicated to educating families about their financial choices.

When we started the company in 2007, with the focus of serving others, we chose the name Genistar. ‘Gen’ came from the word Genesis for creation, and we chose the word ‘star’ to represent leadership. Real leadership is about serving others.

Genistar is a professional company regulated by the Financial Conduct Authority (FCA). We do not offer advice, but instead we offer education and guidance for individuals to make the right choices.

Visit: https://genistar.co.uk/what-we-do

The Role

The Quality Assurance Associate is responsible for monitoring and reviewing customer interactions, applications, and business processes to ensure compliance with FCA requirements, company standards, and the delivery of good customer outcomes. The role supports the efficient processing of life and health applications, provides first-line support for operational and compliance-related queries, and identifies opportunities for continuous improvement through quality assurance activities. The successful candidate will demonstrate strong attention to detail, analytical thinking, and sound judgement when assessing risks, while maintaining accurate records and adhering to service standards. A commitment to developing regulatory knowledge through relevant compliance training and certifications is essential.

Key Responsibilities

• The Quality Assurance Associate is responsible for accurately reviewing cases, documenting findings, and providing constructive feedback to support continuous improvement across the business.

• Manage client life and health applications pipeline and perform accurate reviews based on required checks and submit correctly within the service level agreement (SLA).

• Act as the first point of contact for quality assurance and compliance-related queries, escalating issues where appropriate and applying sound judgement when assessing risk and suitability.

• Utilise internal systems effectively, including ticketing, telephony, and customer management platforms.

• Maintain and update process documentation to ensure procedures remain aligned with regulatory requirements and business practices.

• Perform administrative and data management activities with a high degree of accuracy and attention to detail.

• Monitor servicing and amendment requests to ensure all required actions are completed correctly and promptly address any identified issues.

Quality Assurance Associate

• Provide first-line support for operational, servicing, and commission-related queries through appropriate communication channels, including remote screen-share support where necessary.

• Ensure all client complaints are promptly escalated to the Compliance Team in line with company procedures.

• Support the development and maintenance of knowledge base articles covering business processes and Genistar Online functionality.

• Continuously develop personal knowledge of regulatory requirements, company products, systems, and operational processes

• Work collaboratively with colleagues to ensure consistency, quality, and excellence in service delivery.

Qualifications & Experience

Essential

• The role requires a proactive mindset, attention to detail, and a commitment to maintaining high standards of conduct, integrity, and customer care.

• Proficiency in IT applications, including MS Outlook, Word, Excel, and PowerPoint.

• Strong problem-solving skills with the ability to identify trends and inaccuracies.

• Highly organised with the ability to manage workload effectively, prioritise tasks, and meet deadlines while handling multiple responsibilities.

• Detail-oriented with a commitment to accuracy and confidentiality in data handling and compliance processes.

• Previously worked in an office-based employment.

• A willingness to develop regulatory knowledge through relevant training and compliance certifications is essential to build a strong foundation in FCA requirements.

Desirable

• Experience in insurance or financial services is desirable