Customer Outcomes and Quality Assurance Strategist

1 month ago


Eastern England, United Kingdom HW Interim Solutions Full time
Job Description:

HW Interim Solutions is seeking an experienced Customer Outcomes and Quality Assurance Lead to shape and oversee a robust quality assurance and customer outcomes framework.

The role involves leading the design, execution, and refinement of assessment standards, ensuring compliance and positive customer experiences across all customer-facing teams.

  • Collaborate with senior leaders to align quality assurance practices with regulatory requirements and business goals.
  • Manage quality assurance, customer outcomes testing, and colleague competency assessments.

We require a candidate with strong experience in FCA-regulated activities, skilled in managing quality assurance, customer outcomes testing, and colleague competency assessments.

Additionally, the ideal candidate will possess a deep understanding of regulatory standards, including FCA Code of Conduct, Consumer Duty Regulations, and guidelines for Vulnerable Customers.

Key Responsibilities:

  • Develop and implement quality assurance frameworks to ensure compliance and positive customer experiences.
  • Lead the design and execution of assessment standards to meet regulatory requirements.
  • Manage quality assurance processes, including customer outcomes testing and colleague competency assessments.

Requirements:

  • Proven leadership skills and experience in FCA-regulated activities.
  • Strong understanding of regulatory standards, including FCA Code of Conduct and Consumer Duty Regulations.
  • Ability to manage quality assurance processes and lead cross-functional teams.

Salary: £60,000 - £80,000 per annum

We offer a competitive salary range based on experience, along with opportunities for professional growth and development.


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