Quality Assurance Auditor — Customer Interactions

Onmo; Greater London; On-site; GBP 34,000 - 45,000; Full time

Job summary

Onmo is seeking a Quality Control Officer to ensure the quality, accuracy and regulatory compliance of customer interactions across calls, live chat, and emails. You will audit interactions against scorecards to uphold service standards and regulatory requirements, providing qualitative and quantitative feedback and supporting calibration with team leaders and managers.

The role emphasizes FCA compliance, proper documentation, and continuous improvement to deliver good customer outcomes.

Qualifications

• Two years in front-line customer service, collections, or quality control in Financial Services.
• Proficient in Microsoft Office (Excel, PowerPoint, Word).
• Experience with audit tools and reporting systems.

Responsibilities

• Monitor Calls, Emails and Live Chats for accuracy and adherence to call handling standards.
• Record evaluations in quality monitoring systems.
• Complete daily target number of checks.
• Escalate concerns and document remediation actions.
• Provide QA feedback to agents and management.
• Run calibration meetings with team leaders and floor managers.
• Conduct CJRs and process reviews as needed.

Skills

Quality audits

Regulatory knowledge

MS Office

Coaching & feedback

Tools

Audit software

Job description

Onmo is seeking a Quality Control Officer to ensure the quality, accuracy and regulatory compliance of customer interactions across calls, live chat, and emails. You will audit interactions against scorecards to uphold service standards and regulatory requirements, providing qualitative and quantitative feedback and supporting calibration with team leaders and managers.

The role emphasizes FCA compliance, proper documentation, and continuous improvement to deliver good customer outcomes.