Customer Operations - Quality Assurance Specialist

Mercedes-Benz in the UK; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive company in Milton Keynes is seeking a Customer Operations – Quality Assurance Specialist. You will provide quality checks across customer services to ensure compliance with regulatory requirements and business standards. The ideal candidate will possess strong communication and coaching skills, with a good understanding of Consumer Duty. This position offers a competitive salary, a discretionary bonus, and benefits that support work-life balance and professional development.

Benefits

Competitive salary

Flexible benefits pot

Colleague car scheme

Employee Assistance Programme

Qualifications

• Good knowledge of Consumer Duty, Vulnerable Customers, and FCA principles.
• Ability to work independently and collaboratively.
• Capability to mark reviews fairly and compliantly.

Responsibilities

• Conduct quality checks for Customer Services and regulatory programmes.
• Review interactions across all contact channels to ensure compliance.
• Provide feedback to support improvement and maintain standards.

Skills

Strong written and verbal communication skills

Effective listening

Coaching and feedback experience

Organisation and time management

Job description

Job Title

Customer Operations – Quality Assurance Specialist

Closing Date

16 January 2026

About Us

At Mercedes‑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 celebrate your individuality, embrace your personality and welcome you into our culture. It’s the difference 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.

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. You will support continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.

Main Accountabilities

• The Quality Assurance Team Leader 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 and provide 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.

Support The Quality Assurance Team Leader With Additional Topics

• Attending meetings and new‑starter sessions on behalf of the team to provide insight into how quality reviews are performed.
• Check the checker and competency reviews support to ensure that all team members 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. You will also be able to enjoy our colleague car schemes, join our pension scheme and benefit from a flexible benefit pot that can be used to find the benefits that are right for you. We support your wellbeing with a range of resources including an Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates and flexible opportunities to support work‑life balance. We encourage your development with training and the knowledge you need to reach your potential.

What’s next?

Please apply online via Taleo. Remember to include a copy of your CV. 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. Unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom. We are committed to reasonable adjustments for any candidates who need them and are open to flexible working options.

Managing your data

We care about your personal data. The General Data Protection Regulation gives you more control, and by submitting an application you agree that we process your personal data for recruitment. Data categories processed are those you provide in the application. Recipients of your personal data include the managers of the specialist unit and responsible HR colleagues. Your application data is stored securely in Taleo; you can monitor and receive updates. For further information, contact careers@mercedes‑benz.com. For data protection queries, contact the Chief Officer of Corporate Data Protection at data.protection@mercedes‑benz.com.

Group

Mercedes‑Benz Group AG

Organization

Mercedes‑Benz Financial Services UK Limited