Customer Operations - Quality Assurance Specialist

Job Title

Customer Operations – Quality Assurance Specialist

16 January 2026

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 celebrate your individuality, embrace your personality and welcome you into our culture. It’s the difference 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.

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. You will support continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.

• The Quality Assurance Team Leader 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 and provide 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.

• Attending meetings and new‑starter sessions on behalf of the team to provide insight into how quality reviews are performed.
• Check the checker and competency reviews support to ensure that all team members are performing to the optimum level.
• Regular framework reviews and suggest any aspects that need to be updated or new additions that need to be considered.
• Stakeholder interactions to highlight any immediate areas that require attention or remediation and to provide results and the outcome of any trend analysis that has been completed.

• Ability to effectively communicate the outcome of any quality review and the tasks performed by the team either in writing or verbally with colleagues and stakeholders at any level.
• Provide feedback to colleagues to support improvement in calibration sessions both internally within the team and across the wider business with stakeholders.

• Understand and demonstrate a good knowledge of Consumer Duty, Vulnerable Customers and FCA principles.
• Strong written and verbal communication skills.
• Effective listening, coaching, persuasion, reasoning and influencing skills.
• Ability to work under own initiative, consulting with colleagues as and when required.
• Ability to mark reviews fairly, consistently, objectively and compliantly within set guidelines and…