Customer Operations Quality Specialist

Your new role

My client is looking for a highly analytical, detail-orientated customer service individual to join their Customer Operations Team.

This is an exciting opportunity for someone with experience in quality assurance, customer operations in a regulated environment, outcome testing or compliance monitoring.Working closely with operational teams, stakeholders, and regulatory functions, you will independently review customer interactions, identify areas for improvement, provide actionable recommendations, and help drive continuous improvement across the business.

• Conduct independent quality reviews across multiple customer contact channels, including telephone, email, live chat, web forms, and correspondence.
• Assess customer interactions to ensure compliance with FCA regulations, company policies, business rules, and customer outcome requirements.
• Evaluate the quality and effectiveness of customer outcomes and identify remediation where required.
• Deliver fair, consistent, and evidence-based assessments in line with established frameworks and standards.
• Provide clear, constructive, and actionable feedback to operational teams and stakeholders.
• Monitor and track recommendations through to completion, escalating concerns where appropriate.
• Contribute to the ongoing development of testing strategies and quality frameworks
• Maintain up-to-date knowledge of regulatory requirements, including Consumer Duty and Vulnerable Customer principles.
• Identify emerging risks, process weaknesses, training needs, and control gaps through ongoing testing and monitoring activities.
• Conduct root cause analysis and provide insight-led recommendations to improve customer outcomes and operational performance.
• Support the implementation of enhancements arising from audits, regulatory reviews, and second-line oversight activities.
• Collaborate across the business to identify opportunities to improve customer journeys and reduce customer friction.
• Present quality findings, trends, risks, and recommendations to stakeholders at various levels across the organisation.
• Support framework reviews and competency assessments to maintain quality and consistency across the team.
• Produce insightful reporting and trend analysis to support decision-making and business improvement initiatives.
• Engage with operational leaders to drive accountability and continuous improvement activities.

What you'll need to succeed
We're looking for someone who combines strong analytical capability with a passion for delivering excellent customer outcomes.

• Experience in Quality Assurance, Outcome Testing, Compliance Monitoring, or Quality Control within a regulated environment.
• Strong knowledge of Consumer Duty, Vulnerable Customers, and FCA regulatory requirements.
• Excellent written and verbal communication skills.
• Ability to provide constructive feedback and influence stakeholders at all levels.
• Strong analytical and problem-solving skills, including root cause analysis.
• Experience interpreting data and identifying trends, risks, and opportunities.
• Ability to work independently while managing multiple priorities and deadlines.
• Strong attention to detail and commitment to maintaining high quality standards.

Desirable Experience

• Previous experience within Automotive Finance is desired, although not essential.
• Understanding of Customer Services and Complaints/Resolutions operations.
• Experience coaching individuals and supporting performance improvement initiatives.
• Exposure to regulatory reviews, audits, or compliance monitoring programmes.

What You'll Bring

• A customer-first mindset and passion for delivering fair customer outcomes.
• Confidence in challenging processes and identifying opportunities for improvement.
• Strong organisational and time-management skills.
• A proactive and resilient approach to problem-solving.
• The ability to build effective relationships and positively influence change across the business.

What you'll get in return
Hybrid working
Opportunity to work with a collaborative team and influence meaningful change
Fantastic benefits


What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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