Quality Assurance Administrator / Analyst

WorkForce Employment Services Ltd; Wilmslow; On-site; GBP 27,000 - 28,000; Full time

Job summary

WorkForce Employment Services Ltd is recruiting a Compliance Quality Assurance Analyst to join a regulated organisation based in Handforth Dean, Wilmslow. The role focuses on monitoring customer interactions to ensure regulatory compliance, data protection and internal policies are met, with office-based work in Handforth Dean.

You will review calls, emails, and other communications, provide constructive feedback, and support coaching to operational teams.

Qualifications

• Previous experience in quality assurance, compliance monitoring, regulated customer service or a similar role
• Strong understanding of FCA regulatory requirements and data protection principles, desirable
• Excellent analytical skills and strong attention to detail
• Ability to review customer interactions objectively and identify compliance risks
• Strong written and verbal communication skills
• Confidence providing constructive feedback and coaching support
• Good organisational and time management skills
• Ability to manage monitoring targets, deadlines and reporting requirements
• A professional, empathetic and objective approach when handling sensitive matters
• Strong IT skills, including Microsoft Office and reporting systems
• Experience producing management information, reports and compliance documentation
• Ability to work collaboratively with compliance and operational teams
• A flexible approach and willingness to travel across the UK and occasionally Europe when required
• A proactive attitude towards continuous improvement and regulatory best practice

Responsibilities

• Reviewing customer interactions, including calls, emails, face-to-face meetings and other recorded communications
• Assessing the quality and compliance of customer interactions against agreed frameworks
• Ensuring sales processes and customer communications comply with relevant regulations, legislation, data protection requirements and internal policies
• Identifying compliance risks, customer outcome issues and areas for process improvement
• Producing clear, accurate and constructive feedback following quality assurance reviews
• Supporting coaching and training activity for operational and customer-facing teams where required
• Completing regular monitoring activity in line with agreed targets and deadlines
• Ensuring all documentation, management information and reporting is recorded accurately
• Carrying out field-based quality assurance checks where required
• Supporting second-line compliance monitoring activity across the wider business
• Acting as a subject matter expert on relevant projects
• Working collaboratively with compliance, operational and sales teams to improve standards
• Supporting the continued development of a strong compliance culture
• Carrying out general administrative duties as required
• Undertaking any other reasonable duties in line with the role

Job description

Compliance Quality Assurance Analyst

Location: Handforth Dean, Wilmslow
Department: Regulation / Compliance
Reports to: Senior Compliance and Quality Standards Leadership
Job Type: Full-time
Salary: 27,000- 28,000
Working Pattern: Office-based
Travel: UK travel and occasional European travel may be required

We are recruiting for an experienced Compliance Quality Assurance Analyst to join a regulated organisation based in Handforth Dean, Wilmslow.

This is an excellent opportunity for a motivated, detail-focused compliance professional to play a key role in supporting a business-wide compliance and quality assurance framework. The successful candidate will be responsible for monitoring and assessing customer interactions across regulated products and services, ensuring that communications, sales processes and operational activities meet regulatory requirements, data protection standards and internal policies.

The role will involve reviewing calls, emails, face-to-face interactions and other recorded communications to assess compliance, customer outcomes and quality standards. You will provide clear feedback, support coaching activity, produce accurate reporting and contribute to continuous improvement across the compliance function.

Key Responsibilities

Duties will include:

• Reviewing customer interactions, including calls, emails, face-to-face meetings and other recorded communications
• Assessing the quality and compliance of customer interactions against agreed frameworks
• Ensuring sales processes and customer communications comply with relevant regulations, legislation, data protection requirements and internal policies
• Identifying compliance risks, customer outcome issues and areas for process improvement
• Producing clear, accurate and constructive feedback following quality assurance reviews
• Supporting coaching and training activity for operational and customer-facing teams where required
• Completing regular monitoring activity in line with agreed targets and deadlines
• Ensuring all documentation, management information and reporting is recorded accurately
• Carrying out field-based quality assurance checks where required
• Supporting second-line compliance monitoring activity across the wider business
• Acting as a subject matter expert on relevant projects
• Working collaboratively with compliance, operational and sales teams to improve standards
• Supporting the continued development of a strong compliance culture
• Carrying out general administrative duties as required
• Undertaking any other reasonable duties in line with the role

Candidate Requirements

The ideal candidate will have:

• Previous experience in quality assurance, compliance monitoring, regulated customer service or a similar role
• Strong understanding of FCA regulatory requirements and data protection principles, desirable
• Excellent analytical skills and strong attention to detail
• Ability to review customer interactions objectively and identify compliance risks
• Strong written and verbal communication skills
• Confidence providing constructive feedback and coaching support
• Good organisational and time management skills
• Ability to manage monitoring targets, deadlines and reporting requirements
• A professional, empathetic and objective approach when handling sensitive matters
• Strong IT skills, including Microsoft Office and reporting systems
• Experience producing management information, reports and compliance documentation
• Ability to work collaboratively with compliance and operational teams
• A flexible approach and willingness to travel across the UK and occasionally Europe when required
• A proactive attitude towards continuous improvement and regulatory best practice

The Role

This is a varied and important role within a regulated environment, offering the opportunity to support compliance monitoring, customer outcome assessment, stakeholder engagement, coaching and project work.

The successful candidate will be analytical, organised and confident working with customer interaction data and regulatory frameworks. You will be committed to maintaining high standards, supporting fair customer outcomes and helping to improve compliance processes across the business.

Job Title: Compliance Quality Assurance Analyst
Location: Handforth Dean, Wilmslow
Department: Regulation / Compliance
Travel: UK and occasional European travel may be required
Experience: Quality assurance, compliance monitoring or regulated customer service experience preferred