Customer Operations - Quality Assurance Specialist

Daimler Trucks North America LLC; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive financial services provider is seeking a Customer Operations - Quality Assurance Specialist in Milton Keynes. The successful candidate will conduct reviews of agents throughout various communication channels and support continuous improvement initiatives. Key qualifications include excellent communication skills and a solid understanding of regulatory requirements. The role involves a commitment to high standards and the ability to influence and coach team members effectively. Opportunities for career development are available to all employees.

Benefits

Competitive salary

Discretionary bonus structure

Access to colleague car schemes

Pension scheme

Flexible benefit pot

Employee Assistance Programme

Wellbeing resources

Qualifications

• Good knowledge of Consumer Duty and FCA principles.
• Ability to mark reviews fairly within guidelines.
• Understanding of QA skills is desirable.

Responsibilities

• Conduct reviews of agent interactions across contact channels.
• Support continuous improvement and process development.
• Provide feedback on quality reviews and training needs.

Skills

Strong written and verbal communication skills

Effective listening and persuasion skills

Organisation and time management

Performance analytics

Coaching and feedback experience

Job description

Job Description - Customer Operations - Quality Assurance Specialist (MER0003X3W)

Customer Operations - Quality Assurance Specialist Group : Mercedes-Benz Group AG

Description

Job Title: Customer Operations – Quality Assurance Specialist

Closing Date: 16 January 2026

About us

AtMercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.

Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.

We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.

At MBFS, we are committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.

How you’ll play your part

In this role, you will provide independent quality checks for Customer Services, Resolutions and any regulatory programmes as required, delivering segregation of duty as prescribed by the regulator, via call listening, administration and third-party suppliers to ensure the highest standards are achieved. Supporting continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.

Main Accountabilities

Reporting into the Quality Assurance Team Leader, you will conduct daily and timely reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance and adherence to company policies, processes, business rules and regulations.

As part of the Quality Assurance team you will conduct reviews for teams within the scope of Customer Operations as well providing support for cross company and regulatory projects so flexibility between topics is required. Competency assessments must be passed and levels maintained to ensure that the correct accreditation is in place for the reviews that must be performed.

To assess interactions across a defined scope of processes and to ensure that the service that is delivered meets the requirements and expectations of both the customer and the business, ensuring best customer outcomes in line with Consumer Duty.

Reviews must be completed in line with defined targets for volume and accuracy.

Working closely with the Quality Assurance Team Leader and, stakeholder Team Leaders where required, to support the creation and maintenance of a high performing workforce by reporting and feeding back all quality outcomes whilst remaining fully compliant with FCA regulations.

To remain up to date on all regulatory change and to support with continuous improvement:

Maintain knowledge across all in scope processes following any process or system updates and ensure adherence at all times to any changes that are introduced.

Responsibility as a Quality Assurance Specialist to identify any change required and to be an advocate for continuous improvement in order to support better customer outcomes and service. Feed into the cycle of change managed through process development and to recommend any areas that require additional training.

Proactively highlight any trends or themes that are identified during the course of a quality assurance review and ensure that these are tracked for monitoring, focussing on but not limited to, improvements to the quality review forms/process or frameworks, process improvement opportunities and any other relevant quality assurance topics.

Complete meaningful trend analysis to highlight change candidates to be worked on for improvement using your experience of the detailed reviews.

Actively participate in the implementation of any changes identified as a result of 2LOD and/or audit reviews to improve the delivery and output of the team.

Support the Quality Assurance Team Leader with additional topics that help to keep our stakeholders informed and to promote and develop the team. These will include but are not limited to the following:

Attending meetings and new starter sessions on behalf of the team to provide insight into how the quality reviews are performed.

Check the checker and competency reviews support to ensure that all members of the team are performing to the optimum level.

Regular framework reviews and suggest any aspects that need to be updated or new additions that need to be considered.

Stakeholder interactions to highlight any immediate areas that require attention or remediation and to provide results and the outcome of any trend analysis that has been completed.

Providing feedback:

Ability to effectively communicate the outcome of any quality review and the tasks performed by the team either in writing or verbally with colleagues and stakeholders at any level.

Provide feedback to colleagues to support improvement in calibration sessions both internally within the team and across the wider business with stakeholders.

About you

Understand and demonstrate a good knowledge of Consumer Duty, Vulnerable Customers and FCA principles.

Strong written and verbal communication skills.

Effective listening, coaching, persuasion reasoning and influencing skills.

Ability to work under own initiative, consulting with colleagues as and when required.

Ability to mark reviews fairly, consistently, objectively and compliantly within set guidelines and frameworks.

Organisation and time management.

Clear understanding of what influences high performance.

Performance analytics.

Coaching and feedback experience.

Understanding of QA skills (desirable).

Understanding of Resolutions & Customer Services (desirable).

What’s in it for you?

We’ll offer you a competitive salary and discretionary bonus structure. We also hope you’ll love our products as much as we do, with access to our colleague car schemes. On top of that, you’ll be able to join our pension scheme and you’ll get a flexible benefit pot that can be used to find the benefits that are right for you.

We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates as well as flexible opportunities to support work life balance. We’ll also encourage your development, with the training and knowledge you need to reach your potential.

Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to put our customers first. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity to learn and develop. We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.

What’s next?

Please apply online via Taleo. Remember to include a copy of your CV too. You’ll be asked a series of questions through the online application process, including one seeking confirmation that you have discussed your application for this position with your Line Manager. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications from across Mercedes-Benz and Daimler globally are carefully considered, unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom.

Please be assured that we’re here to support you throughout the recruitment process and beyond, and reasonable adjustments are available to any candidates who need them. We’re also open to working flexibly and are happy to discuss flexible working options.

We care about your personal data. The General Data Protection Regulation provides you with more control and by submitting an application to us, we consider this to be an agreement to process your personal data in support of our recruitment and selection process.

Data categories that we process in relation to your application are the ones that you provided as part of the application process. We process your personal data in relation to the application, in accordance with the legal requirements. Recipients of your personal data within our company are the managers of the specialist unit in charge of filling the position and the responsible colleagues from HR.

Your application data is held within our secure application tracking system called Taleo – you’ll be given access to a candidate zone in this system where you can monitor and manage your application and see status updates. We will communicate with you, by email or phone throughout the recruitment process so that we can keep you updated and inform you of your progress through the recruitment process. You can also seek ‘job alerts’ once you are registered in Taleo and it’s possible your details may be returned in searches we conduct for new positions and we may contact you by email to let you know about them. We limit the storage of your data to the necessary period. Contact us at [e-mail] for further information.

If you have any questions about any matter relating to data protection or the personal data that we process about you for the purpose of personnel recruiting, please contact the Chief Officer of Corporate Data Protection for the Mercedes-Benz Group AG at the following address: Mercedes-Benz Group AG, HPC E600, 70546 Stuttgart, [e-mail].

Organization