Specialist - Quality and Customer Experience

Specialist - Quality and Customer Experience We’re looking for an experienced Customer Experience & Quality Specialist to play a key role in safeguarding and improving the quality of our customer interactions across complaints handling, audits, and customer feedback.

In this role, you’ll take ownership of customer complaints, conduct detailed call and case audits (both internal and client-facing), and analyse customer satisfaction data to identify trends and drive meaningful improvement. You’ll work closely with operational teams and external clients, using insight and evidence to enhance customer outcomes, ensure compliance, and continuously raise service standards.

This is a hands‑on, influential role, ideal for someone who enjoys combining analysis, stakeholder engagement, and quality assurance in a regulated environment.

You’re analytical, organised and confident working with both data and people. You’re comfortable challenging constructively, presenting to clients, and handling sensitive situations professionally.

You’ll bring:

• Proven experience in customer complaints handling, resolution or dispute management

• Hands‑on experience delivering call and case audits within quality or assurance frameworks

• Experience working to client SLAs and contractual audit commitments

• Background in a regulated or quality‑driven environment (e.g. insurance, financial services, contact centres)

• Strong experience analysing customer feedback and identifying trends and root causes

• Confidence using CRM, complaints or case management systems

• Strong Excel (or equivalent) skills for tracking, analysis and reporting

• Excellent written and verbal communication skills, including presenting to clients

• Formal training or qualifications in customer service, complaints handling or customer experience

• Quality assurance, audit or quality management training or certification

• Experience or certification in regulated environments (insurance, financial services, contact centres)

• Experience creating client‑facing reports and presentations

• Experience in call and case audits is essential

• Play a visible role in improving customer outcomes and service quality

• Work closely with both internal teams and external clients

• Be part of an organisation committed to continuous improvement and high standards

• Develop your expertise in quality, governance and customer experience

Customer Complaints & Resolution

• Receive, log and manage complaints from patients, clients, insurers and partners across global regions

• Work closely with operations to ensure timely, empathetic and compliant outcomes

• Coordinate investigations with medical teams and claims coordinators

• Maintain a robust, centralised complaints log for tracking and reporting

Call & Case Auditing

• Conduct structured call and case audits using internal quality frameworks, regulatory requirements and client‑specific standards

• Deliver client audits in line with agreed volumes, sampling methodologies and SLA commitments

• Produce clear, evidence‑based audit findings, scores and insights for internal and client use

• Present audit outcomes, trends and learnings confidently in client meetings

• Track audit activity and ensure all client requirements are met

Customer Satisfaction & Voice of the Customer

• Review and analyse customer satisfaction surveys and feedback

• Identify drivers of dissatisfaction and positive customer experiences

• Turn feedback into clear, actionable improvement recommendations

Quality Insights & Continuous Improvement

• Produce regular quality, audit and customer insight reports

• Share findings with operational teams, leaders and key stakeholders

• Contribute to training updates, process improvements and…