Hybrid Customer Quality Analyst | QA & Compliance Focus

Vwfs; Milton Keynes; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Discretionary bonus

Pension 9%

Company car schemes

Private medical insurance

Retail discount vouchers

Job summary

VWFS UK is seeking a Customer Quality Assurance Analyst in Milton Keynes to ensure top-quality customer outcomes across Services, Collections & Recoveries, and Resolutions. You will review customer journeys, identify risks, and drive improvements in collaboration with the insights teams.

The role emphasizes regulatory compliance (FCA), cross-functional teamwork, and coaching of staff to strengthen process knowledge. Hybrid working with 60% in-office presence is required.

Qualifications

• Strong communication, presentation and coaching skills.
• Analytically sound 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.

Responsibilities

• Analyse customer, quality and complaints data to identify failure trends and improvement opportunities.
• Become an expert in at least two of the key operational areas within Customer Operations, incl. regulated areas.
• Own end-to-end customer journey reviews to identify risks and opportunities for improvements.
• Provide oversight of the customer journey/service to drive continuous improvements.
• Collaborate with Customer Operations and insights teams to ensure accuracy of quality reviews.
• Support regulatory compliance to FCA requirements and flag deviations promptly.
• Chair internal and outsourcer calibrations to align with the Quality Framework.
• Collaborate with outsourcer QA teams to ensure VWFS standards alignment.
• Coach advisors, seniors and team leaders on process knowledge and adherence.
• Support projects as subject matter expert for customer facing processes.

Skills

Communication

Presentation

Coaching

Analytics

Stakeholder management

Regulatory awareness

Tools

Excel

MI reporting systems

VWFS Systems

Job description

VWFS UK is seeking a Customer Quality Assurance Analyst in Milton Keynes to ensure top-quality customer outcomes across Services, Collections & Recoveries, and Resolutions. You will review customer journeys, identify risks, and drive improvements in collaboration with the insights teams.

The role emphasizes regulatory compliance (FCA), cross-functional teamwork, and coaching of staff to strengthen process knowledge. Hybrid working with 60% in-office presence is required.