Customer Operations Quality Specialist

Your new role My client is looking for a highly analytical, detail-orientated customer service individual to join their Customer Operations Team.This is an exciting opportunity for someone with experience in quality assurance, customer operations in a regulated environment, outcome testing or compliance monitoring.Working closely with operational teams, stakeholders, and regulatory functions, you will independently review customer interactions, identify areas for improvement, provide actionable recommendations, and help drive continuous improvement across the business.Conduct independent quality reviews across multiple customer contact channels, including telephone, email, live chat, web forms, and correspondence.Assess customer interactions to ensure compliance with FCA regulations, company policies, business rules, and customer outcome requirements.Evaluate the quality and effectiveness of customer outcomes and identify remediation where required.Deliver fair, consistent, and evidence-based assessments in line with established frameworks and standards.Provide clear, constructive, and actionable feedback to operational teams and stakeholders.Monitor and track recommendations through to completion, escalating concerns where appropriate.Contribute to the ongoing development of testing strategies and quality frameworksMaintain up-to-date knowledge of regulatory requirements, including Consumer Duty and Vulnerable Customer principles.Identify emerging risks, process weaknesses, ..... full job details .....