Quality Assessor

As a Quality Assessor you will be responsible for monitoring and evaluating customer interactions to ensure compliance with the Contact Centre Quality Framework, regulatory requirements, and helping to deliver a Simply Brilliant Experience of The Standard.

We want to help drive Customer Experience Scores by coaching and developing colleagues and you’ll play a key part in this. The role focuses on identifying process, system, and capability improvements, particularly through the assessment of vulnerable customer interactions, to ensure colleagues deliver a right-first-time experience.

By analysing quality outcomes, providing constructive feedback, and working collaboratively with stakeholders across the organisation, the Quality Assessor supports continuous improvement, drives positive customer outcomes, and contributes to strategic and operational change while maintaining a strong focus on customer experience, risk management, and operational effectiveness.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (35 per week) for this role can be worked between 8am and 6pm, Monday to Friday.

We are currently recruiting for a permanent role and a 12-month Secondment.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow or Gosforth site approximately once per quarter
. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office.
If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefit ting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their…