Customer Quality Analyst

Volkswagen Financial Services (UK); Milton Keynes; On-site; GBP 26,000 - 35,000; Full time

Job summary

Volkswagen Financial Services (UK) seeks a full-time role focused on ensuring high-quality customer outcomes and compliance in their operations. The position involves data analysis, stakeholder management, and direct involvement in continuous improvement processes, offering a competitive salary and benefits package for candidates dedicated to excellence.

Benefits

Company car scheme

27 days holiday plus bank holidays

Generous pension scheme

Ongoing support and training for career development

Qualifications

• Experience with customer operations in a regulated environment.
• Strong communication and analytical skills to derive insights from data.
• Proven ability to adhere to quality assurance guidelines.

Responsibilities

• Analyse customer, quality, and complaints data to identify trends.
• Collaborate with operations teams for quality and process reviews.
• Coach and support customer operations to ensure compliance with regulations.

Skills

Communication

Analytical Skills

Stakeholder Management

Coaching Skills

Tools

Excel

MI Reporting Systems

Job description

Milton Keynes

Full Time Permanent 35 hours per week

Salary from £26,368 dependent on experience, company car scheme, 27 days holiday plus bank holidays, generous pension scheme, and more

Closing Date: 24/06/2025

About the role:

The key purpose of the role is to provide oversight and assurance that Customer Operations are providing good customer outcomes and adhering to VWFS business standards and regulatory requirements. This role reviews customer journeys and processes across the key operational areas and outsource partners including: New Business, Customer Services, Collections, and Customer Resolutions.

This role is crucial in improving customer processes and interactions to drive improved retention, customer experiences, and reduce regulatory and business risks.

What is in it for you?

An excellent remuneration package, company car, discretionary bonus, pension, healthcare, 2 loan cars, and 27 days holiday in addition to statutory bank holidays, plus much more! We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current skills, we support many cross-functional opportunities. We want you to succeed and enjoy a fulfilling career with us!

Responsibilities include:

1. Analyse customer, quality, and complaints data to identify failure trends, knowledge gaps, and opportunities for improvement.
2. Become an expert in at least two of the key operational areas within Customer Operations, including highly regulated areas such as Customer Resolutions or Collections & Recoveries.
3. Operate within the established framework to oversee the customer journey/service and drive continuous improvements.
4. Collaborate with customer operations and insights teams to ensure the accuracy and effectiveness of quality and process reviews.
5. Support Customer Operations in demonstrating compliance with all regulatory requirements through CQ review activities and highlight deviations in accordance with FCA regulations.
6. Chair internal and outsourcer calibrations to ensure alignment in the Quality Framework.
7. Support the outsourcer Quality Assurance teams to ensure adherence to VWFS standards.
8. Coach advisors, seniors, and team leaders to support process knowledge and adherence.
9. Participate as a subject matter expert in customer-facing process projects.

Skills and Experience required:

1. Strong communication, presentation, and coaching skills.
2. Analytical skills to interpret key data and produce meaningful insights.
3. Experience with Excel and MI reporting systems.
4. Knowledge of VWFS UK’s operating systems and processes.
5. High level of drive, commitment, and a desire for personal and team development.
6. Understanding of VWFS UK Ltd product portfolio and product behaviors.
7. Experience adhering to QA guidelines in a regulated environment.
8. Stakeholder management skills across various levels and cross-functional teams.

About Volkswagen Financial Services

Our mission is to be 'The Key to Mobility'. We aim to make transportation easy and accessible for everyone, providing a range of finance and mobility products beyond traditional vehicle financing. We are committed to diversity and inclusion, fostering an environment where everyone can be their authentic selves. If you need support during the recruitment process, please let us know.