Outcome Testing Specialist

Job Title

Outcome Testing Specialist (12-Month Fixed Term Contract)

Closing Date: 4 June 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 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.

In this role, you will focus on quality assurance and compliance within Customer Services, Resolutions, and regulatory programs. It involves independent testing and reviews, maintaining segregation of duties, call listening, administrative tasks, and working with third‑party suppliers to ensure high standards are met and correct customer outcomes are provided. You will also contribute to process improvement and stay up to date on changing regulatory requirements.

• Reporting into the Quality Assurance Manager, you will conduct daily and timely reviews 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, requiring flexibility between topics. Competency assessments must be passed and levels maintained to ensure that the correct accreditation is in place for the reviews that must be performed.
• You will assess interactions across a defined scope of processes and time frames to ensure that the service delivered meets the requirements and expectations of both the customer and the business. This includes considering the adequacy of the outcomes reached and recommending any remediation required when poor outcomes are identified.
• Your responsibilities include taking ownership of your recommendations, actively monitoring their progress, ensuring all related actions are completed within the agreed timeframe, and escalating issues when necessary. You will be responsible for driving the success of any actions that you have identified to ensure that these are completed either within the team or the wider business.
• You will use the findings from your reviews to suggest the best approach for future reviews, influencing the team’s overall testing strategy.
• Reviews must be completed in line with defined targets for volume and precision, providing clear, accurate, and constructive feedback on areas that would benefit from improvement.
• Working closely with the Quality Assurance Manager and stakeholders where required, you will support the creation and maintenance of a high‑performing workforce by reporting and feeding back all quality outcomes while remaining fully compliant with FCA regulations.

• Maintaining knowledge across all in‑scope processes following any process or system updates and ensuring adherence at all times to any changes that are introduced, is a key responsibility.
• As an Outcome Testing Specialist, you will be responsible for identifying necessary changes and advocating for continuous improvement to support better customer outcomes and service, based on root cause analysis. You will contribute to the cycle of change managed through…