Quality Assurance Assessor

Mulberry Recruitment Ltd; Fleet; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Pension 11%

25 Days Leave

Birthday Day Off

Annual Bonus

Private Medical Insurance

Life Assurance

Sick Pay

Income Protection

Volunteer Leave

Family-friendly Policies

EV Salary Sacrifice

Flu Vaccinations

Eyecare Vouchers

Qualifications Access

Discount Platform

Employee Referral Scheme

Job summary

Mulberry Recruitment Ltd is seeking a Quality Assurance Assessor in Farnborough on a 12-month, hybrid role. You will lead assurance reviews, ensure regulatory compliance and drive customer-focused improvements across teams.

You will evaluate customer interactions and decisions, provide actionable feedback, and help teams uphold high standards while supporting professional development and project work.

Responsibilities

• Carry out regular assurance reviews across teams to meet regulatory requirements.
• Identify trends and risks and recommend improvements to service delivery.
• Provide feedback to team leaders and managers for coaching and development.
• Apply Treating Customers Fairly and Consumer Duty to ensure fair outcomes.
• Document assurance findings clearly and meet SLAs and record-keeping standards.
• Share insights with management to drive process improvements.
• Handle internal and external queries professionally and promptly.
• Pursue ongoing professional development and contribute to learning culture.
• Support ad-hoc projects and additional team tasks as needed.

Job description

Quality Assurance Assessor

Location: Farnborough
Salary: £35,000 per annum
Contract: 12 months
Working Arrangement: Hybrid options available

Make a Difference. Drive Quality. Improve Customer Outcomes.

Are you passionate about delivering exceptional customer experiences, maintaining high standards and ensuring regulatory compliance? Do you have a keen eye for detail and the confidence to challenge, influence and drive continuous improvement?

My client, a well-established organisation within the financial services sector, is looking for a motivated and detail-oriented Quality Assurance Assessor to join their team on an exciting 12-month contract.

This is a fantastic opportunity to play a key role in ensuring customers receive fair, consistent and compliant outcomes, while helping teams deliver the highest standards of service. You’ll independently assess customer interactions, business decisions and operational processes, identifying opportunities to improve performance, strengthen compliance and enhance the overall customer experience.

What You’ll Be Doing

• Champion quality and compliance: Carry out regular assurance reviews across all teams, assessing systems, controls and processes to ensure they meet regulatory requirements, internal policies and quality standards.
• Drive continuous improvement: Identify trends, highlight potential risks and recommend practical improvements that enhance service delivery and customer outcomes.
• Provide meaningful feedback: Work closely with Team Leaders, Department Managers and colleagues to share findings, recognise great performance and identify opportunities for coaching, training and development.
• Put customers first: Apply the principles of Treating Customers Fairly (TCF) and Consumer Duty, ensuring fair, transparent and customer-focused outcomes.
• Maintain accurate records: Document assurance findings clearly and accurately, meeting agreed service-level agreements (SLAs) and record-keeping requirements.
• Influence positive change: Share insights and recommendations with management to improve processes, operational efficiency and the customer journey.
• Deliver outstanding service: Handle internal and external queries professionally, providing accurate, timely and helpful responses.
• Keep developing: Take ownership of your professional development, build your knowledge and contribute to a culture of learning and excellence.
• Support the wider team: Assist with ad-hoc projects and additional tasks as required.

What’s in It for You?

Alongside a competitive salary of £35,000, you’ll enjoy an excellent benefits package designed to support your wellbeing, financial future and work-life balance.

• 11% non-contributory pension scheme
• 25 days’ annual leave plus bank holidays, increasing with length of service
• An extra day off for your birthday
• Annual leave purchase scheme – buy up to five additional days
• Discretionary annual bonus scheme
• Private Medical Insurance
• Life Assurance worth four times your basic annual salary
• Enhanced company sick pay
• Income Protection Scheme
• Paid time off to volunteer
• Generous family-friendly policies
• Electric Vehicle Salary Sacrifice Scheme
• Free annual flu vaccinations
• Eyecare vouchers
• Opportunities to gain formally recognised industry qualifications
• Retailer discounts and cashback platform
• Employee Referral Scheme

Ready to Take the Next Step?

If you’re passionate about quality, compliance and delivering the right outcomes for customers, this could be the perfect opportunity to take your experience to the next level.

Join a team where your insights matter, your recommendations can make a real difference, and your work helps shape a better customer experience.