At a Glance
- Tasks: Review customer interactions and provide actionable feedback for continuous improvement.
- Company: Join a dynamic team focused on quality assurance in customer operations.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Be part of a supportive environment with a focus on development and innovation.
- Why this job: Make a real impact by enhancing customer experiences and ensuring compliance.
- Qualifications: Experience in quality assurance or customer operations is a plus.
The predicted salary is between 60000 - 68231 £ per year.
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 regulato...
Contact Details:
Hays Specialist Recruitment Limited Recruitment Team
