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Customer Quality Assurance Specialist

2 months ago

Milton Keynes, Milton Keynes, United Kingdom Volkswagen Financial Services Full time
About the Role

We are seeking a highly skilled Customer Quality Assurance Specialist to join our team at Volkswagen Financial Services.

The successful candidate will be responsible for providing oversight and assurance that Customer Operations are delivering good customer outcomes and adhering to our business standards and regulatory requirements.

Key Responsibilities
  • Analyse customer, quality, and complaints data to identify trends, knowledge gaps, and opportunities for improvement.
  • Collaborate with the customer operations and insights teams to ensure the accuracy and effectiveness of quality and process reviews.
  • Support Customer Operations to demonstrate compliance to all regulatory requirements and highlight deviations at the first opportunity.
  • Chair internal and outsourcer calibrations to ensure alignment in the Quality Framework.
  • Collaborate with the outsourcer Quality Assurance teams to ensure alignment and adherence to our standards.
Requirements
  • Strong analytical skills to analyse key data and produce meaningful outputs.
  • Experience of using Excel and MI reporting systems to understand and analyse data.
  • Successful experience of adhering to QA guidelines/processes in a regulated environment.
  • Excellent communication, presentation, and coaching skills.
About Us

Volkswagen Financial Services is committed to being an inclusive employer and welcomes applications from everyone. We are nurturing an environment where everyone can be their 100% self.