Quality Assurance Specialist

6 days ago


Brampford Speke, Devon, United Kingdom The Very Group Full time

About Us

The Very Group is a leading e-commerce company that provides a wide range of products and services to families across the UK. We're committed to helping our customers achieve their goals and live a better life.

About the Team

Our Customer Care Team is a dynamic and award-winning group of professionals who are passionate about delivering exceptional customer experiences. We're dedicated to building strong relationships with our customers and providing them with the best possible service.

About the Role

The Quality Reviewer will play a critical role in ensuring that our customer complaints are handled efficiently and effectively. This involves reviewing resolved complaints to ensure that they meet regulatory requirements and identifying areas for improvement.

Key Responsibilities

  • Monitor complaints to ensure quality and compliance with regulatory requirements
  • Communicate any relevant issues identified during monitoring activity to the CE Management Team to encourage improvement to the customer journey
  • Complete monitoring documentation to enable the production of accurate data and information
  • Communicate with the Quality Assurance Team to assist with retaining consistency across all escalated complaint handling workstreams
  • Facilitate consistency clinics for the team
  • Understand all regulatory requirements, with particular reference to FCA regulation and Treating Customers Fairly and their impact on processes which may drive complaints
  • Escalate any issues or queries that cannot be resolved with reference to existing policy and procedures

What We Offer

  • A dynamic and supportive work environment
  • Opportunities for career growth and development
  • A comprehensive benefits package, including flexible working arrangements, 23 days holiday + bank holidays, and a matched pension scheme
  • Access to a range of training and development programs, including the Udemy learning platform
  • A bonus scheme based on performance and business results
  • Up to 25% discount on Very.co.uk
  • More benefits can be found on our career site

How to Apply

If you're a motivated and detail-oriented individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, and we'll be in touch to discuss the next steps.



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