Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Evaluate customer interactions and provide feedback to ensure compliance and improve service quality.
- Company: Join Domestic & General, a company with a 100-year legacy and exciting growth plans.
- Benefits: Enjoy flexible working, comprehensive training, 33 days annual leave, and health cash plans.
- Why this job: Be part of a high-performing team and contribute to meaningful customer outcomes in a dynamic environment.
- Qualifications: Previous experience in Sales, Service, or Quality Assurance; strong communication and problem-solving skills required.
- Other info: Opportunity for personal development and involvement in eco and social volunteering initiatives.
The predicted salary is between 19800 - 27600 £ per year.
Location: Flexible working - both the option to work remotely and office based available.
Contract type: 12 months Fixed Term, 37.5hrs per week
Salary: £24,800 pa
Closing date: Friday 13th June
We are excited to announce that we are now looking for a Quality Assurance Officer to join the Quality Assurance team on a fixed term basis for 12 months. The key responsibility of the role lies within evaluating and analysing customer interactions across various channels of communication in line with business processes and policies, identifying areas for improvement as well as any potential customer detriment which may require remedial action. You'll deliver constructive feedback in a coherent manner to support continuous improvement and maintain excellence in telephone skills and product knowledge, ensuring we remain compliant with various regulatory bodies and deliver good customer outcomes.
About The Role
- Listen to and evaluate customer interactions, to ensure they are handled in a regulatory compliant manner, promoting good customer outcomes.
- Ensure interactions are reviewed in line with process and the outcome is a true and accurate reflection of the information presented.
- Develop a comprehensive understanding of business processes and procedures, to ensure all interaction are analysed consistently.
- Identify and report any recommendations to drive continuous improvement, to support the delivery of good customer outcomes.
- Take responsibility for continuous personal development, driving performance through excellent knowledge and skills.
- Deliver both written and verbal feedback in a constructive and coherent manner, that promotes collaboration with Operational and Support functions.
- Identify potential customer and business detriment in-line with guidelines, pro-actively completing any remedial actions to ensure good outcomes are maintained.
- Responsible for managing individual work allocation, taking ownership of all assigned tasks through to completion.
- Maintain a sound knowledge of regulatory compliance requirements, taking personal accountability for adherence to regulatory and compliance control procedures.
Quality Assurance is essential in ensuring that our products and services are assessed and processed accurately and consistently, to support an excellent experience for our customers. The role is also vital to ensure that D&G meets the requirements of the Financial Conduct Authority (FCA) and adheres to the Treating Customers Fairly (TCF) principles.
About You
- A proven track record of delivering customer focused outcomes in a fast-paced regulatory environment.
- Strong attention to detail with the ability to analyse interaction and make decisions with confidence.
- Previous experience of working in Sales, Service or Quality Assurance.
- Excellent communication skills, with the ability to liaise and communicate effectively with all employees.
- Good organisational skills with the ability to prioritise workload effectively.
- Excellent problem-solving skills.
- Experience of delivering to targets and taking ownership of individual performance.
- Good regulatory understanding of the FCA, GDPR, TCF principles, Complaints handling and the Financial Ombudsman Service.
This is a fantastic opportunity to be part of a high performing team whilst playing a crucial role within our Quality Assurance function. You’ll be encouraged to stretch and challenge yourself within a dynamic environment whilst being innovative, looking for new ways of working.
Working For Us, Works For You
- Comprehensive training with clearly defined career progression opportunities
- Regular incentives with amazing prizes to be won
- Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Quality Assurance Officer employer: Domestic & General
Contact Detail:
Domestic & General Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and Treating Customers Fairly (TCF) principles. Understanding these guidelines will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Brush up on your analytical skills by practising how to evaluate customer interactions effectively. You might want to review some case studies or examples of quality assurance evaluations to get a feel for what is expected in this role.
✨Tip Number 3
Network with current or former employees in quality assurance roles, especially those who have worked in regulatory environments. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Prepare to discuss specific examples from your past experiences where you successfully delivered customer-focused outcomes. Highlighting your problem-solving skills and attention to detail will set you apart from other candidates.
We think you need these skills to ace Quality Assurance Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Quality Assurance, customer service, and regulatory compliance. Use specific examples that demonstrate your attention to detail and problem-solving skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for quality assurance and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, emphasise skills such as communication, analytical thinking, and organisational abilities. Provide examples of how you've successfully used these skills in past roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Quality Assurance Officer.
How to prepare for a job interview at Domestic & General
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Quality Assurance Officer. Familiarise yourself with evaluating customer interactions and the importance of regulatory compliance. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Attention to Detail
Since this role requires strong attention to detail, prepare examples from your past experiences where you successfully identified areas for improvement or made decisions based on detailed analysis. Highlighting these instances will show that you possess the necessary skills for the job.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to deliver constructive feedback. Practice articulating how you would handle specific situations related to customer interactions and compliance issues, as this will showcase your critical thinking abilities.
✨Demonstrate Excellent Communication Skills
Effective communication is key in this role. Be prepared to discuss how you have communicated feedback in the past, both verbally and in writing. Use clear examples to illustrate your ability to collaborate with different teams and ensure good customer outcomes.
