At a Glance
- Tasks: Analyse customer data to improve experiences and ensure quality standards.
- Company: Join a leading mobility solutions provider with a focus on innovation.
- Benefits: Competitive salary, bonus potential, pension contributions, and health insurance.
- Other info: Inclusive workplace that values diversity and personal development.
- Why this job: Make a real impact on customer satisfaction and drive continuous improvement.
- Qualifications: Strong analytical skills and experience in quality assurance processes.
The predicted salary is between 27422 - 27422 £ per year.
Customer Quality Analyst - Milton Keynes
About The Role
- SALARY: From 27,422.40 pa dependent on experience LOCATION: Milton Keynes HYBRID WORKING: Our current hybrid working policy requires 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.
HOURS / CONTRACT TYPE: Full-Time Fixed Term Contract until 30/09/2027, 35 hours per week CLOSING DATE: 01/10/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.
Are you passionate about delivering exceptional customer outcomes and driving continuous improvement?
Were looking for a Customer Quality Assurance Analyst to play a key role in ensuring our Customer Operations meet the highest standards of quality, compliance, and customer satisfaction.
In this high-impact role, youll be responsible for reviewing customer outcomes and operational processes across core areas and outsourced partners, including Customer Services, Collections & Recoveries, and Customer Resolutions.
Your insights will help shape better customer experiences, improve retention, and reduce regulatory and business risks.
What youll be doing
- Analyse customer, quality and complaints data to identify failure trends, knowledge gaps and opportunities for improvement.
- Become an expert in at least two of the key operational areas within Customer Operations one of these being a highly regulated business area such as Customer Resolutions or Collections & Recoveries
- Take ownership of end-to-end customer journey reviews by scoping, investigating and analysing to identify risks and opportunities for improvements.
- Operate within the established framework to provide oversight of the customer journey/service to drive continuous improvements.
- Work collaboratively with the Customer Operations and insights teams to ensure the accuracy and effectiveness of quality and process reviews.
- Through CQ review activities support Customer Operations to demonstrate compliance to all regulatory requirements and to highlight deviation from this at the first opportunity in accordance with FCA regulations
- Chair internal and outsourcer calibrations ensure alignment in the Quality Framework.
- Collaborate and support the outsourcer Quality Assurance teams to ensure alignment and adherence to VWFS standards.
- Coach advisors, seniors and team leaders across Customer Operations to support process knowledge and adherence.
- Support Customer Operations and wider enterprise on projects as subject matter expertise for customer facing processes.
Essential experience & skills
- Strong communication, presentation and coaching skills.
- Analytically sound in order to analyse key data and produce meaningful, value-adding outputs.
- Experience of using Excel, MI reporting systems to understand and analyse data.
- Knowledge of VWFS UKs operating systems and processes.
- High level of drive and personal commitment, with a desire to develop own skills and experience as well of that of the team.
- A thorough understanding of the VWFS UK Ltd product portfolio and the behaviours of products.
- Successful experience of adhering to QA guidelines/processes in a regulated environment.
- Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams.
Whats in it for you?
Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)
Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
Car schemes*: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.
OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
Other benefits: From day 1 we provideincome protection, life assurance (4x salary), retail discount vouchers , access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including awill writing service andcycle to work (subject to scheme restrictions).
Following successful completion of probation, you will have access toprivate medical insurance for you (with the option to buy additional family cover) and during our annual benefit window you can purchasecritical illness cover anddental cover , so you can select the benefits that matter to you.
About You
About Us
• Why join VWFS UK?
Youll have the opportunity to make a difference by helping us to achieve our mission.
Our mission is straight forward; we want to be 'The Key to Mobility'.
That means we make getting from A-to-B as easy and simple for as many people as possible.
To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing.
We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
No candidate will meet every single desired qualification.
If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!
VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates.
Diversity, Equity & Inclusion isnt just a statement for us, we encourage and aspire for all our colleagues to be their 100% self.
If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.
This role does not meet the UKVIs criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.
Customer Quality Analyst - Milton Keynes in Wollaston employer: Volkswagen Financial Services
At VWFS UK, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. Located in Milton Keynes, our hybrid working model allows for flexibility while ensuring a collaborative environment, complemented by competitive benefits such as a discretionary bonus, generous pension contributions, and access to professional development resources. Join us to make a meaningful impact in the mobility sector while enjoying a rewarding career with ample opportunities for personal and professional advancement.
Contact Details:
Volkswagen Financial Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Quality Analyst - Milton Keynes in Wollaston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Volkswagen Financial Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Volkswagen Financial Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Quality Analyst - Milton Keynes in Wollaston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Volkswagen Financial Services:Your cover letter is your chance to shine! Tell us why you want to work at Volkswagen Financial Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Volkswagen Financial Services!
How to prepare for a job interview at Volkswagen Financial Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
