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For Companies At a Glance
- Tasks: Handle complaints, ensure compliance, and monitor quality across teams and partners.
- Company: Join a dynamic team focused on regulatory compliance and consumer protection.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Make a real impact on consumer outcomes while developing valuable skills in compliance and quality assurance.
- Qualifications: Strong attention to detail and good communication skills are essential; eagerness to learn is a must.
- Other info: Ideal for those interested in compliance, regulation, and digital marketing.
The predicted salary is between 36000 - 60000 £ per year.
Compliance Quality & Monitoring Officer
Position Summary
The Compliance Quality & Monitoring Officer plays a vital cross-functional role in ensuring regulatory compliance, operational quality, and data integrity across internal teams and external partners. This role merges three core responsibilities: complaints and data request handling, marketing and advertising compliance, and QA monitoring of calls and data.
In line with FCA audit scope and GDPR obligations, the officer ensures oversight across the full client journey — from advertising and data capture through to final complaint resolution — safeguarding consumer outcomes, data privacy, and organisational compliance.
Key Responsibilities
1. Complaints & Information Requests
- Receive, investigate, and resolve complaints in line with FCA/CMC regulations.
- Process DSARs and other data/information requests in accordance with GDPR requirements.
- Validate requester identity, retrieve relevant records, redact third-party data, and respond within statutory deadlines.
- Maintain central complaint and DSAR registers, tracking outcomes, trends, and deadlines.
- Ensure complaint and data handling supports a defensible audit trail as per FCA and GDPR expectations.
2. Internal & External Quality Assurance
- Perform daily QA checks on CRM entries to ensure use of approved scripts, templates, and processes.
- Sample internal and partner call recordings, scoring them against regulatory and internal standards.
- Produce weekly QA scorecards for both internal and external call centre performance.
- Escalate non-compliance or training needs to management.
3. Marketing, Website & Funnel Compliance
- Review and approve new adverts, partner websites, and lead funnels before launch.
- Conduct mystery shopping of partner journeys and audit live advertising (e.g. via Ad Libraries and detection tools).
- Ensure all marketing materials include the necessary disclosures under both FCA and GDPR (e.g. data use, opt-ins).
- Maintain an advert and website review log with screenshots, timestamps, and reviewer sign-off.
4. Data Integrity & Fraud Monitoring
- Monitor daily lead data for duplicates, anomalies, and fraud patterns across all partner channels.
- Ensure data is accurate, relevant, and processed fairly in line with GDPR principles.
- Maintain a fraud risk log and escalate suspect patterns for investigation.
- Collaborate with other departments to ensure only high-quality, compliant leads progress to submission.
5. Reporting & Continuous Improvement
- Summarise weekly trends in complaints, QA results, fraud indicators, and compliance checks.
- Provide actionable insights and evidence to support training, partner feedback, and continuous improvement.
- Contribute to monthly compliance and risk reviews.
- Maintain clear records to demonstrate readiness for FCA audits and GDPR data protection reviews.
Essential (what you need to start with):
- Strong attention to detail and commitment to accuracy.
- Good communication skills, both written and verbal.
- Ability to work with confidential information in a professional manner.
- Organised and able to manage multiple tasks at once.
- Eagerness to learn about compliance, regulation, and quality monitoring.
Desirable (what you can develop with training):
- Awareness of FCA, CMC, GDPR, and ASA/ICO compliance standards.
- Experience with CRM systems or call monitoring tools.
- Understanding of digital marketing or lead generation.
- Analytical skills for reviewing data and spotting patterns.
Locations
Compliance Quality & Monitoring Officer employer: Consultation Claims Limited
Contact Detail:
Consultation Claims Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Compliance Quality & Monitoring Officer
✨Tip Number 1
Familiarise yourself with FCA and GDPR regulations. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to compliance, which is crucial for the role.
✨Tip Number 2
Showcase your attention to detail by preparing examples of how you've handled data integrity or compliance issues in the past. This will highlight your ability to manage multiple tasks while maintaining accuracy.
✨Tip Number 3
Brush up on your communication skills, especially in handling complaints. Be ready to discuss how you would approach resolving a complaint while ensuring compliance with regulatory standards.
✨Tip Number 4
Research our company’s approach to compliance and quality assurance. Being knowledgeable about our practices will allow you to ask insightful questions during the interview, showing your genuine interest in the role.
We think you need these skills to ace Compliance Quality & Monitoring Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of a Compliance Quality & Monitoring Officer. Emphasise your attention to detail, communication skills, and any experience with compliance or quality assurance.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and how your background makes you a suitable candidate. Mention specific experiences related to handling complaints, data requests, or quality assurance that demonstrate your capability.
Showcase Relevant Skills: Highlight your organisational skills and ability to manage multiple tasks effectively. If you have experience with CRM systems or understanding of compliance standards like FCA or GDPR, make sure to include these details.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no errors. A well-presented application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Consultation Claims Limited
✨Know Your Regulations
Familiarise yourself with FCA, CMC, and GDPR regulations before the interview. Being able to discuss these frameworks confidently will show your understanding of the compliance landscape and how it relates to the role.
✨Demonstrate Attention to Detail
Prepare examples from your past experiences that highlight your attention to detail. This could include situations where you successfully managed complaints or ensured data integrity, as these are crucial for the Compliance Quality & Monitoring Officer position.
✨Showcase Your Communication Skills
Since the role involves handling complaints and working with various teams, practice articulating your thoughts clearly. Be ready to discuss how you've effectively communicated in challenging situations, especially when dealing with sensitive information.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about how you would handle a complaint or a data request, and be prepared to explain your thought process and the steps you would take to ensure compliance.