Customer Operations - Quality Assurance Specialist

Job Description - Customer Operations - Quality Assurance Specialist (MER
0003X3W)

Customer Operations - Quality Assurance Specialist Group :
Mercedes-Benz Group AG

Description

Job Title:
Customer Operations – Quality Assurance Specialist

Closing Date: 16 January 2026

About us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.

Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.

We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.

At MBFS, we are committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.

How you’ll play your part

In this role, you will provide independent quality checks for Customer Services, Resolutions and any regulatory programmes as required, delivering segregation of duty as prescribed by the regulator, via call listening, administration and third-party suppliers to ensure the highest standards are achieved. Supporting continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.

Main Accountabilities

Reporting into the Quality Assurance Team Leader, you will conduct daily and timely reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance and adherence to company policies, processes, business rules and regulations.

As part of the Quality Assurance team you will conduct reviews for teams within the scope of Customer Operations as well providing support for cross company and regulatory projects so flexibility between topics is required. Competency assessments must be passed and levels maintained to ensure that the correct accreditation is in place for the reviews that must be performed.

To assess interactions across a defined scope of processes and to ensure that the service that is delivered meets the requirements and expectations of both the customer and the business, ensuring best customer outcomes in line with Consumer Duty.

Reviews must be completed in line with defined targets for volume and accuracy.

Working closely with the Quality Assurance Team Leader and, stakeholder Team Leaders where required, to support the creation and maintenance of a high performing workforce by reporting and feeding back all quality outcomes whilst remaining fully compliant with FCA regulations.

To remain up to date on all regulatory change and to support with continuous improvement:

Maintain knowledge across all in scope processes following any process or system updates and ensure adherence at all times to any changes that are introduced.

Responsibility as a Quality Assurance Specialist to identify any change required and to be an advocate for continuous improvement in order to support better customer outcomes and service. Feed into the cycle of change managed through process development and to recommend any areas that require additional training.

Proactively highlight any trends or themes that are identified during the course of a quality assurance review and ensure that these are tracked for monitoring, focussing on but not limited to, improvements to the quality review forms/process or frameworks, process improvement opportunities and any other relevant quality assurance topics.

Complete meaningful trend analysis to highlight change candidates to be worked on for improvement using your…