QA Specialist, Financial Services - Hybrid/Remote

Stellar Select Ltd; Willesden; Hybrid; GBP 31,000 - 37,000; Full time

Benefits offered by this job

25 days holiday

Birthday day off

Holiday buy/sell

Gym membership

Pension scheme

Learning budget

Wellbeing support

Lunch and learn

Free drinks

Job summary

Stellar Select Ltd. is seeking a Quality Assurance Officer in London with hybrid or remote options. The role focuses on auditing calls, emails and chats, ensuring FCA compliance and strong customer outcomes.

You will analyze results, provide feedback and drive improvements across processes and journeys. The successful candidate will have 2+ years in QA within financial services, be familiar with Consumer Duty, and possess strong coaching and reporting skills.

Qualifications

• Minimum 2 years in Quality Assurance within financial services.
• Strong knowledge of FCA regulations and Consumer Duty.
• Experience auditing customer interactions and producing quality reports.

Responsibilities

• Conduct quality audits across calls, emails and live chats to ensure compliance with FCA regulations, internal procedures and customer service standards.
• Identify and elevate quality concerns, process gaps and potential poor customer outcomes.
• Analyse quality results and trends, producing reports and recommending improvements to processes, training and customer journeys.
• Provide constructive feedback and coaching to agents and team leaders to improve performance and customer outcomes.
• Lead and participate in quality calibration sessions to ensure consistency in scoring and assessments.
• Work collaboratively with internal teams and outsourced partners to implement improvements and maintain high-quality service standards.
• Support ad hoc investigations, customer journey reviews and regulatory requirements, including Consumer Duty.

Skills

Quality Assurance

Call observations

Quality control

Financial services

FCA regulations

Consumer Duty

Feedback & coaching

Excel

Communication

Attention to detail

Tools

Excel

Job description

Stellar Select Ltd. is seeking a Quality Assurance Officer in London with hybrid or remote options. The role focuses on auditing calls, emails and chats, ensuring FCA compliance and strong customer outcomes.

You will analyze results, provide feedback and drive improvements across processes and journeys. The successful candidate will have 2+ years in QA within financial services, be familiar with Consumer Duty, and possess strong coaching and reporting skills.