Customer Operations - Quality Assurance Specialist

Customer Operations - Quality Assurance Specialist

Mission: Provide independent quality checks for Customer Services, Resolutions and regulatory programmes, ensuring high standards through call listening, administration and third‑party suppliers.

• Conduct daily reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance with company policies, processes, rules and regulations.
• Review teams within the scope of Customer Operations and support cross‑company and regulatory projects; maintain competency assessments and correct accreditation.
• Assess interactions to ensure service meets customer and business expectations in line with Consumer Duty.
• Complete reviews in line with defined targets for volume and accuracy.
• Work closely with the Quality Assurance Team Leader and stakeholder team leaders to report quality outcomes and remain compliant with FCA regulations.
• Maintain knowledge of all in‑scope processes, update processes as required and advocate continuous improvement.
• Identify change opportunities, perform trend analysis, recommend training needs and support implementation of improvement actions.
• Attend meetings, new‑starter sessions and provide insights into quality review methods.
• Communicate review outcomes and coaching feedback in writing or verbally to stakeholders.

• Knowledge of Consumer Duty, Vulnerable Customers and FCA principles.
• Strong written and verbal communication skills.
• Effective listening, coaching, persuasion, reasoning and influencing skills.
• Initiative and consultation skills.
• Objectively mark reviews consistently within guidelines and frameworks.
• Organisation, time management and understanding of high performance drivers.
• Performance analytics and coaching/feedback experience.
• Understanding of QA skills (desirable).
• Understanding of Resolutions & Customer Services (desirable).

Competitive salary, discretionary bonus, car scheme, pension scheme, flexible benefit pot, access to colleague wellbeing resources, Employee Assistance Programme, Mental Health First Aiders, Inclusion advocates, flexible working options.

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