Summary
Overview
Work history
Education
Skills
Timeline
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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
2024.03 - 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
2015.01 - 2024.02
  • 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
2013.07 - 2014.12
  • 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
2013.01 - 2013.07
  • 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
2009.01 - 2012.08
  • 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
2005.05 - 2009.01
  • 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
2006.09 - 2008.05

Bachelor of Arts (Joint Hons) - Geography and American Studies

University of Wales Aberystwyth
Aberystwyth
1996.09 - 1999.06

A-Levels - (Geography, History and Chemistry)

The Holt School
Wokingham

GCSEs -

The Holt School
Wokingham

Skills

  • 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
2024.03 - Current

Quality Assurance Manager

Pepper Advantage
2015.01 - 2024.02

Quality Assurance Specialist

Pepper Advantage / Oakwood
2013.07 - 2014.12

Credit Analyst

State Bank of India
2013.01 - 2013.07

Mortgage Underwriter

The Mortgage Works (Nationwide Building Society)
2009.01 - 2012.08

Post Graduate Certificate - Spatial Planning

Oxford Brookes University
2006.09 - 2008.05

Caseowner

The Mortgage Works (Nationwide Building Society)
2005.05 - 2009.01

Bachelor of Arts (Joint Hons) - Geography and American Studies

University of Wales Aberystwyth
1996.09 - 1999.06

A-Levels - (Geography, History and Chemistry)

The Holt School

GCSEs -

The Holt School
Sandra Jack