Customer Quality & Compliance 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

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