Quality Assurance & Customer Outcomes Specialist - Hybrid

Domestic & General; Brighton; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Electric vehicle leasing

Long service awards

Protection plan (free annually)

Job summary

Domestic & General is seeking a Quality Assurance Officer to evaluate customer interactions across channels, ensuring regulatory compliance and good customer outcomes. The role involves delivering constructive feedback, identifying improvement opportunities, and maintaining strong knowledge of FCA, GDPR and TCF requirements.

Hybrid working options and ongoing development support are provided. You will be part of a fast-paced QA team, responsible for consistent analysis, remediation actions, and

Qualifications

• Proven track record delivering customer-focused outcomes in regulated settings.
• Strong attention to detail with the ability to analyse interactions and decide confidently.
• Experience in Sales, Service or Quality Assurance.
• Excellent communication, liaising with employees at all levels.
• Good regulatory understanding of FCA, GDPR, TCF, complaints and ombudsman processes.

Responsibilities

• Listen to and evaluate customer interactions to ensure regulatory compliance and good outcomes.
• Ensure interactions reflect procedures and accurately reflect information presented.
• Identify improvements to drive continuous business performance and customer outcomes.
• Deliver written and verbal feedback to support collaboration with operations and support teams.
• Manage workload and own tasks through to completion while maintaining regulatory adherence.
• Stay informed on regulatory requirements and compliance controls.

Skills

Attention to detail

Regulatory awareness

Analytical thinking

Clear communication

Job description

Domestic & General is seeking a Quality Assurance Officer to evaluate customer interactions across channels, ensuring regulatory compliance and good customer outcomes. The role involves delivering constructive feedback, identifying improvement opportunities, and maintaining strong knowledge of FCA, GDPR and TCF requirements.

Hybrid working options and ongoing development support are provided. You will be part of a fast-paced QA team, responsible for consistent analysis, remediation actions, and