Customer Experience Quality Assurance Analyst

Our client is an international, innovative organization operating in the financial services sector, focused on delivering world-class trading experiences. The company combines technology, data, and finance to continuously improve its products and customer journey.

• Experience in Quality Assurance, Customer Service Quality, Compliance, Complaints, or a similar analytical role, ideally within financial services or another regulated environment.
• Genuine understanding of why regulation matters in financial services and how quality assurance protects customers and the organization.
• Familiarity with Consumer Duty, complaints handling, and vulnerable customer requirements.
• Excellent written English, including strong spelling, grammar, and punctuation.
• Strong analytical and investigative skills with the ability to identify patterns, inconsistencies, and potential risks.
• Exceptional attention to detail and ability to apply quality standards fairly and consistently.
• Customer-centric mindset with a strong understanding of good customer outcomes.
• Confidence to provide honest and sometimes challenging feedback, supported by clear evidence.
• Ability to make objective decisions and stand behind them when questioned.
• Good communication and stakeholder management skills.
• Structured and methodical approach to work.

• Review and evaluate real customer interactions across different channels, including phone calls, web chats, and emails.
• Assess interactions against defined quality, customer experience, and conduct standards.
• Evaluate areas such as security, understanding of customer needs, query resolution, communication quality, and written English.
• Identify potential conduct and regulatory risks, including issues related to investment advice, balanced presentation of risks and rewards, market abuse indicators, data protection, and DSAR handling.
• Consider requirements related to Consumer Duty, complaints, and vulnerable customers.
• Use the ScoreBuddy AI-assisted QA platform to support evaluations, automated scoring, and identification of potential risks.
• Conduct investigations and root cause analysis of negative customer outcomes and DSATs.
• Identify recurring trends and patterns across customer interactions, agents, and teams.
• Provide clear, objective, and evidence-based feedback to colleagues.
• Defend evaluations when challenged or disputed.
• Collaborate closely with relevant teams to connect QA findings with training, coaching, and performance development.
• Contribute to the continuous development of the QA framework, standards, and evaluation methodologies.