Outcome Testing Specialist (12-Month Fixed Term Contract)

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.

Responsibilities

• 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.
• 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.
• 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.
• Take ownership of recommendations, actively monitor their progress, ensure all related actions are completed within the agreed timeframe, and escalate issues when necessary.
• Drive the success of any actions identified to ensure completion either within the team or the wider business.
• Use findings from reviews to suggest the best approach for future reviews, influencing the team's overall testing strategy.
• Complete reviews in line with defined targets for volume and precision, providing clear, accurate, and constructive feedback on areas that would benefit from improvement.
• 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.
• Maintain knowledge across all in-scope processes following any process or system updates, ensuring adherence at all times to any changes that are introduced.
• Identify necessary changes and advocate for continuous improvement to support better customer outcomes and service, based on root cause analysis.
• Contribute to the cycle of change managed through process development and recommend areas where additional training may be required.
• Complete proactive and meaningful trend analysis to identify any emerging compliance risks, training gaps, or process shortfalls, and provide feedback and recommendations to address them.
• Consider the adequacy of controls at all stages of a process to mitigate potential harm to customers and highlight change candidates for review and improvement.
• Collaborate with colleagues from the wider business to identify potential friction points in the customer journey and suggest solutions to improve or remove them.
• Actively participate in implementing any changes identified through 2LOD and/or audit reviews to improve the delivery and output of the team.
• Attend meetings on behalf of the team across varying management levels to present and share findings and results and highlight actions taken to improve.
• Support with check the checker and competency reviews, if required, to ensure all team members perform to an optimum level.
• Conduct regular framework reviews with recommendations for any aspects that need updating or new additions as processes evolve.
• Engage in stakeholder interactions to highlight any immediate areas of concern requiring attention or remediation and provide results and outcomes of trend analysis in a format tailored to the stakeholder.
• Effectively communicate the outcome of any review and tasks performed by the team, either in writing or verbally, with colleagues and stakeholders at all levels.
• Provide feedback to colleagues to support improvement in calibration sessions, both internally within the team and across the wider business.

Qualifications

• Good understanding of Consumer Duty, Vulnerable Customers, and FCA principles.
• Strong written and verbal communication skills, with the ability to make complex information clear and easy to understand.
• Effective listening, coaching, persuasion, reasoning and influencing skills.
• A proactive, positive, and determined mindset, with a willingness to overcome challenges.
• Ability to work independently and as part of a team, adapt to change quickly, learn effectively, and consult confidently with colleagues when needed.
• Ability to mark reviews fairly, consistently, objectively and compliantly within set guidelines and frameworks.
• Strong organisational and time-management skills to ensure adherence to timeframes.
• Clear understanding of what influences high performance.
• Proactive analytic skills with evidence of critical thinking and logical reasoning, including identifying root causes.
• Coaching and feedback experience.
• Ability to understand and interpret data to provide insight for others.
• Understanding of Resolutions and Customer Services (desirable).

Benefits

• Competitive salary and discretionary bonus structure.
• Access to colleague car schemes.
• Pension scheme membership.
• Flexible benefit pot that can be used to find the benefits that are right for you.
• Access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates.
• Flexible opportunities to support work-life balance.
• Encouragement of development, with training and knowledge to reach your potential.