Quality Control Associate; Resolutions

Overview

Job Title:

Quality Control Associate (Resolutions)

Location:

Remote

Contract Length: 7 months

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is currently recruiting for a Quality Control Associate to join our client, Fidelity International.

This is a 7-month contract opportunity within the Resolutions function, supporting the quality and regulatory integrity of complaint handling activity across the business.

As a Quality Control Associate, you will be responsible for conducting Quality Checks on complaint cases managed by the Resolutions team. These complaints may carry financial, regulatory or reputational implications, making accuracy, fairness and regulatory compliance critical.

You will play a key role in ensuring customers receive appropriate and fair outcomes, while providing feedback and coaching to complaint handlers to drive continuous improvement and uphold regulatory standards.

• Conduct Quality Control checks on complaint cases to ensure fair and appropriate outcomes
• Identify and address any customer detriment within complaint responses
• Ensure all correspondence adheres to internal standards and regulatory reporting requirements
• Provide structured feedback, guidance and coaching to complaint handlers
• Monitor complaint handling calls and deliver direct performance feedback
• Escalate issues presenting regulatory, reputational or financial risk
• Uphold business integrity and regulatory obligations at all times
• Collaborate across teams to improve processes and enhance customer experienc

• Relevant UK financial services background, including formal complaint handling experience (essential)
• IOC1 (CISI Introduction to Securities and Investments) or commitment to achieve within 6 months
• Strong attention to detail and analytical capability
• Ability to influence and negotiate at all levels
• Experience providing coaching and constructive feedback
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Professional, mature and committed approach

This role operates within a regulated environment and is subject to FCA and/or PRA Individual Conduct Rules (COCON). Full training will be provided to ensure understanding of regulatory responsibilities and conduct expectations.

• Exposure to regulatory oversight within a leading global financial services organisation
• Opportunity to influence quality standards and drive customer-centric improvements
• Ongoing professional development and regulatory training
• Flexible working approach and comprehensive benefits package