Complaints Quality Control Analyst III in London

The Complaints Quality Control (CQC) team plays a critical role in ensuring our global complaints operations are efficient, compliant, and consistently deliver high‑quality outcomes. As an Analyst III on the team, you'll conduct quality control (QC) reviews across Consumer Complaints, Regulatory Complaints, and Litigation Support investigations, while helping refine complaint processes and providing actionable feedback to agents. This role requires strong independence, the ability to manage multiple priorities, and a commitment to continuous improvement through open, collaborative feedback.

Hybrid schedule: this role operates on a hybrid schedule, requiring regular in‑office collaboration at our London, UK office.

What you’ll be doing (ie. job duties)

• Perform QC reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines.
• Provide constructive feedback to agents based on QC findings to support performance improvement. Feedback will be documented in written reports, and agents may need to set up meetings to discuss and clarify scores if needed.
• Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements.
• Conduct root cause analysis (RCA) to identify trends and areas for process enhancements.
• Collaborate with cross‑functional teams to improve the efficiency and effectiveness of complaints handling.
• Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QC reviews.
• Be receptive to feedback from all levels and foster a collaborative environment that encourages open communication and continuous improvement.
• Ensure compliance with global regulatory guidelines, including MiCA and CF8, across all complaint handling.
• Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization.
• Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.

What we look for in you (ie. job requirements)

• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or the tech industry, with a focus on complaints handling, compliance, or regulatory matters.
• Ability to work independently, manage multiple priorities, and balance tasks with minimal guidance.
• Strong analytical skills with the ability to perform root cause analysis and provide actionable insights.
• Comfortable providing feedback to agents and open to receiving feedback from peers and leadership.
• Exceptional communication skills to collaborate with cross‑functional teams and present findings effectively.
• Adaptability to thrive in a fast‑paced, high‑growth environment and adjust priorities as needed.
• Proven attention to detail, with a focus on accuracy and quality in QC reviews and reporting.

Nice to haves

• Experience in project management, analytics, or vendor management.
• Advanced degree in business, finance, or customer experience (CX).
• Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud.
• Experience collaborating with external outsource business partners.

Pay Transparency Notice

The target annual base salary for this position can range from £53,100 to £53,100 GBP. Full‑time offers also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision).