Customer Operations Quality Assurance Expert

1 day ago


Milton Keynes, Milton Keynes, United Kingdom Mercedes-Benz Full time
About Mercedes-Benz Financial Services

We're a passionate team working to support our customers and colleagues. Our mission is to provide financial solutions designed around the changing needs of our diverse customers.

Job Description:

We're seeking an experienced Customer Operations Quality Assurance Specialist to join our team in Milton Keynes. As a key member of our quality assurance team, you will play a crucial role in ensuring the highest standards are achieved in customer service.

You will conduct daily reviews of agents across all contact channels to ensure compliance with company policies, processes, business rules, and regulations. Your expertise will be invaluable in supporting continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.

Main Responsibilities:
  • Conduct timely reviews of agents to ensure adherence to company policies, processes, business rules, and regulations.
  • Support cross-company and regulatory projects, requiring flexibility between topics.
  • Assess interactions across defined processes to ensure customer service meets requirements and expectations.
  • Complete reviews within set targets for volume and accuracy.
  • Collaborate with stakeholders to create and maintain a high-performing workforce while remaining compliant with FCA regulations.
About You:
  • Strong knowledge of Consumer Duty, Vulnerable Customers, and FCA principles.
  • Effective written and verbal communication skills.
  • Ability to work independently and consult with colleagues as needed.
  • Organisation and time management skills.
  • Candidate should possess performance analytics and coaching experience.
What's in it for you?

We offer a competitive salary of £45,000 - £55,000 per annum, discretionary bonus structure, and access to colleague wellbeing resources. We also provide flexible opportunities to support work-life balance and encourage your development with training and knowledge necessary to reach your potential.



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