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- Tasks: Conduct quality audits and provide insights to improve customer interactions.
- Company: Three UK is a leading mobile network, dedicated to enhancing connectivity for all customers.
- Benefits: Enjoy a competitive salary, annual bonus, discounts, a new smartphone, and private medical cover.
- Why this job: Join a diverse team, make a real impact on customer experience, and develop your career.
- Qualifications: Experience in quality assurance, preferably in FCA regulated environments, with strong analytical skills.
- Other info: Hybrid working model available; we value diversity and encourage applicants from all backgrounds.
The predicted salary is between 19920 - 24960 £ per year.
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Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
Job Description
What you’ll be doing…
- Responsible for conducting quality audits against risk-based compliance model for customer interactions.
- Deliver key insights back to the business areas from the quality monitoring carried out.
- Ensure that the principles outlined in our internal QA Framework are delivered across our Operation, and work with our Quality partners in other areas to support the delivery of our QA Framework.
- Work with key stakeholders within the QA Teams and across the Three network.
- Conduct root cause analysis (RCA) to support continuous improvement on quality and performance.
- Provide feedback to improve performance in operational areas.
- Identify training needs together with providing guidance to less experience staff.
- Participate and in some cases lead calibration sessions to maintain consistency across all areas.
- Support performance improvement interventions after identifying key themes.
- Opportunity to engage directly with our Customers to monitor compliance and gather key insights.
- Provide timely and comprehensive reporting, highlighting areas where criteria has not been met and identifying any trends and patterns in compliance levels against key regulations.
- Continuously seek ways to improve our practices within Quality Assurance to drive efficiencies, and provide a first class service to our stakeholder network.
Qualifications
What you\’ll ideally bring…
Experience in a quality assurance environment, ideally in a FCA regulated environment (preferred)
Good understanding of the Ofcom and FCA quality assurance frameworks
Problem solving capabilities to create meaningful strategies to improve quality
Analytical skills to produce root cause analysis
Ability to work within a clearly defined set of regulations and standards
What you\’ll receive in return…
The salary range for this role starts at £24,960, the exact salary will differ by job and experience.
Annual bonus
Great discounts with our perks for work scheme
Brand new smart phone and unlimited data plan
Great training courses and career development opportunities
Individual Private Medical Cover
And much much more!
Additional Information
What the role is all about…
The FCA Quality Assurance Auditor plays an important role in conducting monthly audits on customer interactions to ensure Three’s Contact Centre and Retail teams are meeting regulatory requirements while interacting with our customers. Key elements of the operational practices at Three are now governed by the FCA, and you will play a key role in ensuring our adherence with the regulatory requirements from the FCA, Ofcom and the ICO, amongst others. This role will require you to manage your own workload and stakeholder group whilst being part of a close functioning team. You will have the autonomy to investigate potential issues as you see fit and provide recommendations to make sure all our customers are treated fairly.
You will be responsible for assessing customer interactions using the FCA Compliance Framework to ensure customers are receiving the right outcomes. Using this information to communicate meaningful and constructive feedback to Contact Centre and Retail staff to drive performance improvements.
You will produce reporting to present the results of your audits to keep senior management informed on our compliance performance and areas of opportunity to improve. Your reviews will focus in on the root cause of any issues identified and recommendations will drive quality improvements across customer interactions.
You will build strong relationships with a wide stakeholder group to ensure our outsourced partners and internal channels are calibrated and compliant to our FCA Compliance Framework. Working closely with Three’s 2nd Line of Defence to actively maintain and enhance your own knowledge of current and forthcoming regulatory requirements and identify process improvements and first-class practices.
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!
We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.
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Created on 22/06/2025 by TN United Kingdom
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FCA Quality Assurance Auditor employer: Three
Contact Detail:
Three Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FCA Quality Assurance Auditor
✨Tip Number 1
Familiarise yourself with the FCA Compliance Framework and Ofcom regulations. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to quality assurance in a regulated environment.
✨Tip Number 2
Network with current or former employees of Three UK, especially those in quality assurance roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've conducted root cause analysis in previous roles. Being able to articulate your problem-solving strategies will set you apart from other candidates.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive performance improvements in past positions. This will highlight your ability to contribute to Three UK's commitment to continuous improvement.
We think you need these skills to ace FCA Quality Assurance Auditor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the FCA Quality Assurance Auditor. Familiarise yourself with the FCA Compliance Framework and the importance of quality assurance in a regulated environment.
Tailor Your CV: Highlight your relevant experience in quality assurance, especially in FCA regulated environments. Use specific examples that demonstrate your analytical skills, problem-solving capabilities, and understanding of compliance frameworks.
Craft a Compelling Cover Letter: Write a cover letter that connects your skills and experiences to the job description. Emphasise your ability to conduct root cause analysis and provide constructive feedback, as well as your commitment to continuous improvement in quality assurance.
Showcase Your Soft Skills: In your application, mention your ability to build strong relationships with stakeholders and work collaboratively within a team. Highlight any experience you have in training or guiding less experienced staff, as this is a key aspect of the role.
How to prepare for a job interview at Three
✨Understand the FCA Compliance Framework
Make sure you have a solid grasp of the FCA Compliance Framework and how it applies to customer interactions. Be prepared to discuss how you would assess compliance and ensure customers receive the right outcomes.
✨Showcase Your Analytical Skills
Highlight your problem-solving capabilities and analytical skills during the interview. Be ready to provide examples of how you've conducted root cause analysis in previous roles and how it led to meaningful improvements.
✨Demonstrate Stakeholder Engagement
Since the role involves working closely with various stakeholders, be prepared to discuss your experience in building strong relationships. Share examples of how you've collaborated with teams to drive performance improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle compliance issues and provide constructive feedback. Think of specific situations where you identified training needs or led calibration sessions to maintain consistency.
