Customer Experience Quality Assurance Analyst

Skills

About the Role

You evaluate phone calls web chats and emails against quality conduct and regulatory standards. You identify conduct risks investigate negative outcomes perform root cause analysis and provide evidence based feedback. You also use QA tooling to identify patterns and support training coaching and performance improvement.

Requirements

• Understanding of financial services regulation
• Familiarity with Consumer Duty principles
• Excellent written English spelling punctuation and grammar
• Customer-centric approach
• Strong investigation and analytical skills
• Attention to detail and consistency
• Confidence providing and defending constructive feedback
• Experience in quality assurance compliance complaints or customer service within financial services or another regulated environment is desirable
• A second language is desirable
• Familiarity with Genesys Intercom ScoreBuddy or similar QA tooling is desirable
• Exposure to quality frameworks scorecards or structured evaluation methodologies is desirable

Responsibilities

• Evaluate client interactions across phone calls web chats and emails
• Score interactions against quality conduct and regulatory standards
• Identify conduct risks involving investment advice risk representation market abuse data protection and vulnerable clients
• Perform root cause analysis on negative outcomes
• Identify patterns across interactions agents and teams
• Deliver clear evidence based feedback
• Handle score rebuttals confidently and fairly
• Feed evaluation insights into training coaching and performance development

Benefits

• Flexible working hours
• Hybrid working
• Home office equipment reimbursement
• Performance-related bonus
• Private medical cover for the employee and family or partner
• Multikafeteria system
• Life insurance
• Well-being events
• Employee Assistance Programme
• Social events
• Three additional days off per year including one birthday day and two volunteering days