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- Tasks: Conduct quality checks on complaint cases to ensure fair outcomes and compliance.
- Company: Join Fidelity International, a leader in global financial services.
- Benefits: Flexible working, ongoing training, and a comprehensive benefits package.
- Why this job: Make a real impact by improving customer experiences and upholding regulatory standards.
- Qualifications: Experience in financial services and complaint handling is essential.
- Other info: Gain exposure to regulatory oversight and enhance your professional skills.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote
Contract Length: 7 months
Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is currently recruiting for a Quality Control Associate to join our client, Fidelity International. This is a 7-month contract opportunity within the Resolutions function, supporting the quality and regulatory integrity of complaint handling activity across the business.
The Role
As a Quality Control Associate, you will be responsible for conducting Quality Checks on complaint cases managed by the Resolutions team. These complaints may carry financial, regulatory or reputational implications, making accuracy, fairness and regulatory compliance critical. You will play a key role in ensuring customers receive appropriate and fair outcomes, while providing feedback and coaching to complaint handlers to drive continuous improvement and uphold regulatory standards.
Key Responsibilities
- Conduct Quality Control checks on complaint cases to ensure fair and appropriate outcomes
- Identify and address any customer detriment within complaint responses
- Ensure all correspondence adheres to internal standards and regulatory reporting requirements
- Provide structured feedback, guidance and coaching to complaint handlers
- Monitor complaint handling calls and deliver direct performance feedback
- Escalate issues presenting regulatory, reputational or financial risk
- Uphold business integrity and regulatory obligations at all times
- Collaborate across teams to improve processes and enhance customer experience
Key Skills & Qualifications
- Relevant UK financial services background, including formal complaint handling experience (essential)
- IOC1 (CISI Introduction to Securities and Investments) or commitment to achieve within 6 months
- Strong attention to detail and analytical capability
- Ability to influence and negotiate at all levels
- Experience providing coaching and constructive feedback
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Professional, mature and committed approach
Regulatory Requirements
This role operates within a regulated environment and is subject to FCA and/or PRA Individual Conduct Rules (COCON). Full training will be provided to ensure understanding of regulatory responsibilities and conduct expectations.
What You’ll Gain
- Exposure to regulatory oversight within a leading global financial services organisation
- Opportunity to influence quality standards and drive customer-centric improvements
- Ongoing professional development and regulatory training
- Flexible working approach and comprehensive benefits package
Quality Control Associate (Resolutions) employer: Randstad Sourceright
Contact Detail:
Randstad Sourceright Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Control Associate (Resolutions)
✨Tip Number 1
Network like a pro! Reach out to folks in the financial services sector, especially those who have experience in complaint handling. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of regulatory standards and complaint handling processes. We recommend practising common interview questions related to quality control and customer outcomes to show you mean business.
✨Tip Number 3
Don’t forget to showcase your analytical skills! During interviews, share examples of how you've used attention to detail to improve processes or resolve complaints effectively. This will highlight your fit for the Quality Control Associate role.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in quality control.
We think you need these skills to ace Quality Control Associate (Resolutions)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality Control Associate role. Highlight your relevant experience in complaint handling and any financial services background you have. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about quality control and how you can contribute to our team. Be sure to mention your attention to detail and any coaching experience you've got.
Showcase Your Skills: In your application, don’t forget to showcase your analytical skills and ability to provide constructive feedback. We love candidates who can influence and negotiate effectively, so give us examples of when you've done this in the past!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of everything. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Randstad Sourceright
✨Know Your Stuff
Make sure you brush up on your knowledge of the financial services sector, especially around complaint handling. Familiarise yourself with regulatory standards and the importance of accuracy and fairness in resolving complaints. This will show that you understand the role's critical responsibilities.
✨Showcase Your Attention to Detail
During the interview, be ready to discuss examples where your attention to detail made a difference. Whether it’s spotting errors in documentation or ensuring compliance with regulations, highlight how your meticulous nature can contribute to maintaining high-quality standards.
✨Demonstrate Coaching Skills
Since the role involves providing feedback and coaching to complaint handlers, prepare to share experiences where you've successfully guided others. Talk about your approach to giving constructive feedback and how it led to improvements in performance or processes.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company's approach to quality control and customer experience. This not only shows your interest in the role but also gives you a chance to assess if the company aligns with your values regarding customer care and regulatory integrity.