Customer Quality Analyst

Vwfs Uk; Milton Keynes; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Discretionary 10% bonus

Pension: 9% employer contribution

Employee Car Ownership (ECO) scheme

Company Car BEV scheme

Private medical insurance after prob/1

Income protection

Life assurance 4x salary

Retail discount vouchers

Care Concierge service

Job summary

VWFS UK is seeking a Customer Quality Assurance Analyst to ensure our Customer Operations meet high standards of quality, compliance and customer satisfaction within a regulated environment. You will review outcomes, analyze data, and drive improvements across core areas and outsourcers, including Customer Services, Collections & Recoveries, and Customer Resolutions.

You will lead end-to-end reviews, collaborate with insights teams, support FCA-compliant processes, and coach staff to uphold VWFS

Qualifications

• Experience in QA within a regulated environment.
• Proven ability to manage stakeholders across levels.
• Strong data analysis and clear reporting skills.

Responsibilities

• Review customer outcomes and processes for quality and compliance.
• Lead end-to-end customer journey reviews to identify risks and improvements.
• Collaborate with operations and insights teams to ensure reviews are accurate.
• Support regulatory demonstrations and highlight deviations at first opportunity.
• Coach teams across Customer Operations on process knowledge and QA adherence.
• Provide subject matter expertise on customer-facing processes for projects.

Skills

Excel

Stakeholder management

Quality assurance

Regulatory compliance

Data analysis

Tools

MI reporting systems

Job description

Are you passionate about delivering exceptional customer outcomes and driving continuous improvement? We're looking for a Customer Quality Assurance Analyst to play a key role in ensuring our Customer Operations meet the highest standards of quality, compliance, and customer satisfaction. In this high-impact role, you'll be responsible for reviewing customer outcomes and operational processes across core areas and outsourced partners, including Customer Services, Collections & Recoveries, and Customer Resolutions. Your insights will help shape better customer experiences, improve retention, and reduce regulatory and business risks.

What you'll be doing:

• Analyse customer, quality and complaints data to identify failure trends, knowledge gaps and opportunities for improvement.
• Become an expert in at least two of the key operational areas within Customer Operations one of these being a highly regulated business area such as Customer Resolutions or Collections & Recoveries.
• Take ownership of end-to-end customer journey reviews by scoping, investigating and analysing to identify risks and opportunities for improvements.
• Operate within the established framework to provide oversight of the customer journey/service to drive continuous improvements.
• Work collaboratively with the Customer Operations and insights teams to ensure the accuracy and effectiveness of quality and process reviews.
• Through CQ review activities support Customer Operations to demonstrate compliance to all regulatory requirements and to highlight deviation from this at the first opportunity in accordance with FCA regulations.
• Chair internal and outsourcer calibrations ensure alignment in the Quality Framework.
• Collaborate and support the outsourcer Quality Assurance teams to ensure alignment and adherence to VWFS standards.
• Coach advisors, seniors and team leaders across Customer Operations to support process knowledge and adherence.
• Support Customer Operations and wider enterprise on projects as subject matter expertise for customer facing processes. Strong communication, presentation and coaching skills.
• Analytically sound in order to analyse key data and produce meaningful, value-adding outputs.
• Experience of using Excel, MI reporting systems to understand and analyse data.
• Knowledge of VWFS UK's operating systems and processes.
• High level of drive and personal commitment, with a desire to develop own skills and experience as well of that of the team.
• A thorough understanding of the VWFS UK Ltd product portfolio and the behaviours of products.
• Successful experience of adhering to QA guidelines/processes in a regulated environment.
• Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams.

Why join VWFS UK?

You'll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers. No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn't just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.

This role does not meet the UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.

What's in it for you?

• Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)
• Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
• Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehiclesplus car insurance.
• Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
• Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.