Quality Assurance Officer

Domestic and General Group Limited; City of Edinburgh; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading domestic services provider is seeking a Quality Assurance Officer in the Edinburgh area. This role focuses on evaluating customer interactions across multiple channels, ensuring compliance with regulatory standards while promoting excellent outcomes. The ideal candidate will have strong communication and analytical skills and experience in a fast-paced regulatory environment. Join a high-performing team dedicated to continuous improvement and compliance within quality assurance. Apply now and become part of a company with a rich legacy and exciting growth plans.

Benefits

Comprehensive training and career progression

33 days annual leave

Health cash plan

Pension scheme

Life assurance

Employee discounts

Free Domestic & General protection plan

Qualifications

• Proven track record delivering customer-focused outcomes in a regulatory environment.
• Ability to analyze interactions and make confident decisions.
• Experience in Sales, Service, or Quality Assurance.

Responsibilities

• Evaluate customer interactions ensuring compliance.
• Provide feedback to support continuous improvement.
• Identify potential customer detriment for remedial actions.

Skills

Customer focus

Attention to detail

Excellent communication

Problem-solving

Organizational skills

Job description

The Role: Quality Assurance Officer

Location: Flexible working - both the option to work remotely and office based available.

Contract type: Permanent. Full time, 37.5hrs per week

We are excited to announce that we are now looking for a Quality Assurance Officer to join the Quality Assurance team.

The key responsibility of the role lies within evaluating and analysing customer interactions across various channels of communication in line with business processes and policies, identifying areas for improvement as well as any potential customer detriment which may require remedial action.

You’ll deliver constructive feedback in a coherent manner to support continuous improvement and maintain excellence in telephone skills and product knowledge, ensuring we remain compliant with various regulatory bodies and deliver good customer outcomes.

About the role

• Listen to and evaluate customer interactions, to ensure they are handled in a regulatory compliant manner, promoting good customer outcomes.
• Ensure interactions are reviewed in line with process and the outcome is a true and accurate reflection of the information presented.
• Develop a comprehensive understanding of business processes and procedures, to ensure all interaction are analysed consistently.
• Identify and report any recommendations to drive continuous improvement, to support the delivery of good customer outcomes.
• Take responsibility for continuous personal development, driving performance through excellent knowledge and skills.
• Deliver both written and verbal feedback in a constructive and coherent manner, that promotes collaboration with Operational and Support functions.
• Identify potential customer and business detriment in-line with guidelines, pro-actively completing any remedial actions to ensure good outcomes are maintained.
• Responsible for managing individual work allocation, taking ownership of all assigned tasks through to completion.
• Maintain a sound knowledge of regulatory compliance requirements, taking personal accountability for adherence to regulatory and compliance control procedures.

Quality Assurance is essential in ensuring that our products and services are assessed and processed accurately and consistently, to support an excellent experience for our customers. The role is also vital to ensure that D&G meets the requirements of the Financial Conduct Authority (FCA) and adheres to the Treating Customers Fairly (TCF) principles.

About you

• A proven track record of delivering customer focused outcomes in a fast-paced regulatory environment.
• Strong attention to detail with the ability to analyse interaction and make decisions with confidence.
• Previous experience of working in Sales, Service or Quality Assurance.
• Excellent communication skills, with the ability to liaise and communicate effectively with all employees.
• Good organisational skills with the ability to prioritise workload effectively.
• Excellent problem-solving skills.
• Experience of delivering to targets and taking ownership of individual performance.
• Good regulatory understanding of the FCA, GDPR, TCF principles, Complaints handling and the Financial Ombudsman Service.

This is a fantastic opportunity to be part of a high performing team whilst playing a crucial role within our Quality Assurance function. You’ll be encouraged to stretch and challenge yourself within a dynamic environment whilst being innovative, looking for new ways of working.

f you’re a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.

Don’t forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.

Working for us, works for you

• Comprehensive training with clearly defined career progression opportunities
• Regular incentives with amazing prizes to be won
• Annual leave - 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan - employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24 / 7 virtual GP service
• Pension scheme - matched employer contributions up to 5% of basic salary
• Life assurance - employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
• Salary Finance - access to savings and borrowing through payroll
• Car Leasing - access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
• Travel Loans - interest free loans to help spread the cost of annual travel tickets
• Cycle to Work - tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts - access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do... do not miss out on an opportunity to be part of both our culture and growth, apply now!

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.