Sandra Jack
Ickenham, Uxbridge,Greater London
Summary
Accomplished Quality Assurance leader with extensive mortgage servicing expertise and a proven record embedding Consumer Duty across operations. Designs and delivers outcome-focused QA frameworks, ensures FCA compliance, and drives fair customer outcomes. Skilled in MI analysis, governance reporting, and process improvement, with a track record of leading QA transformation and influencing senior stakeholders.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work history
Senior Operational Quality Manager
Pepper Advantage
Uxbridge
03.2024 - Current
- Assist in leading strategic direction and delivery of quality assurance (QA) function across operational areas to ensure robust processes and effective customer outcomes.
- Support development and implementation of QA strategy and frameworks that comply with regulatory requirements and principles of treating customers fairly (TCF).
- Provide guidance and mentoring to QA team members to foster a culture of high performance through coaching and resource planning.
Quality Assurance Manager
Pepper Advantage
Uxbridge
01.2015 - 02.2024
- Facilitated collaborative working environment, improving communication between team members and departments.
- Ensured customer satisfaction by maintaining rigorous product inspection standards before dispatch.
- Streamlined operational processes to enhance productivity without compromising on quality.
- Conducted regular audits to ensure regulatory compliance.
- Developed comprehensive quality control procedures ensuring optimal product manufacture.
- Initiated timely corrective actions whenever defects were identified during audits.
- Implemented preventive measures reducing incidents of nonconformance with set standards.
- Maintained up-to-date knowledge of industry trends and regulations, aiding in informed decision-making processes.
- Collaborated with other department heads, improving overall company operations and efficiency.
- Updated individual service audit spreadsheets with review results.
Quality Assurance Specialist
Pepper Advantage / Oakwood
Kensington
07.2013 - 12.2014
- Improved production processes with thorough evaluation and feedback.
- Devised comprehensive test plans for effective product evaluation.
- Collaborated with cross-functional teams, ensured consistency across all operations.
- Instigated corrective actions following non-conformances in QA audits.
- Drafted reports detailing audit findings and corrective actions.
- Tracked quality metrics and implemented strategies to address underperforming areas.
- Trained and mentored direct reports within Quality Assurance department.
Credit Analyst
State Bank of India
London
01.2013 - 07.2013
- Managed the asset management function with sole accountability.
- Conducted audit of loan book, identifying non-compliant or unenforceable loans and recommending remediation or restructuring.
- Developed procedural enhancements to improve new loan processing.
- Produced monthly provisioning reports for submission to the International Banking Group.
- Compiled quarterly arrears and possessions reports for the Council of Mortgage Lenders.
- Contributed to the Buy-to-Let lending policy, including drafting, formatting, and presenting to the Bank’s Risk Committee.
- Participated in change management team, shaping strategy to ensure compliance with Mortgage Market Review.
- Supported development of a new MI system for enhanced reporting.
- Researched and authored the Bank’s Property and Valuations policy for BTL mortgages.
- Identified key risks impacting Retail Credit and developed a risk matrix.
- Designed and implemented a new Buy-to-Let application form.
Mortgage Underwriter
The Mortgage Works (Nationwide Building Society)
Bournemouth and London
01.2009 - 08.2012
- Facilitated review and underwriting of buy-to-let mortgage applications by critically assessing credit bureau data and proposal feasibility.
- Managed a £400,000 lending mandate, ensuring all approvals were justified and adhered to lending guidelines.
- Championed fraud prevention by collaborating with special investigations and leading training initiatives to enhance team compliance.
- Leveraged extensive experience to mentor new starters while providing continuous support to less experienced colleagues.
- Led quality assurance efforts, delivering feedback and conducting audits to ensure compliance and support mandate approvals.
- Compiled comprehensive proposals for large loan cases over £1 million, ensuring thorough preparation for credit committee discussions.
- Conducted thorough investigations of arrears cases, identifying fraud or negligence while pursuing third-party compensation to mitigate losses.
Caseowner
The Mortgage Works (Nationwide Building Society)
Bournemouth
05.2005 - 01.2009
- Processed mortgage applications from initial submission through to release of funds, ensuring accuracy and regulatory compliance.
- Verified KYC and AML documentation to meet compliance standards.
- Delivered training and development for new starters.
- Managed high call volumes, providing clear updates and resolving complex cases.
- Liaised with solicitors to resolve queries and ensure all offer conditions were met prior to fund release.
- Ensured fair treatment of customers in all interactions.
- Took a leading role within the team, handling complex ad hoc queries beyond normal remit.
- Consistently met or exceeded KPIs for volume and quality, maintaining accuracy under pressure.
Education
Post Graduate Certificate - Spatial Planning
Oxford Brookes University
Oxford 09.2006 - 05.2008
Bachelor of Arts (Joint Hons) - Geography and American Studies
University of Wales Aberystwyth
Aberystwyth 09.1996 - 06.1999
A-Levels - (Geography, History and Chemistry)
The Holt School
WokinghamGCSEs -
The Holt School
WokinghamSkills
- Consumer duty champion
- Strategic quality assurance
- Regulatory and risk expertise
- Data-driven decision making
- Process innovation
- Project leadership
- Stakeholder governance
- People leadership
- Training and capability building
- Policy development
Timeline
Senior Operational Quality Manager
Pepper Advantage
03.2024 - Current
Quality Assurance Manager
Pepper Advantage
01.2015 - 02.2024
Quality Assurance Specialist
Pepper Advantage / Oakwood
07.2013 - 12.2014
Credit Analyst
State Bank of India
01.2013 - 07.2013
Mortgage Underwriter
The Mortgage Works (Nationwide Building Society)
01.2009 - 08.2012
Post Graduate Certificate - Spatial Planning
Oxford Brookes University
09.2006 - 05.2008
Caseowner
The Mortgage Works (Nationwide Building Society)
05.2005 - 01.2009
Bachelor of Arts (Joint Hons) - Geography and American Studies
University of Wales Aberystwyth
09.1996 - 06.1999
A-Levels - (Geography, History and Chemistry)
The Holt School
GCSEs -
The Holt School