Quality Assurance Officer

Stellar Select Ltd; Willesden; Hybrid; GBP 31,000 - 37,000; Full time

Benefits offered by this job

25 days holiday

Birthday day off

Holiday buy/sell

Gym membership

Pension scheme

Learning budget

Wellbeing support

Lunch and learn

Free drinks

Job summary

Stellar Select Ltd. is seeking a Quality Assurance Officer in London with hybrid or remote options. The role focuses on auditing calls, emails and chats, ensuring FCA compliance and strong customer outcomes.

You will analyze results, provide feedback and drive improvements across processes and journeys. The successful candidate will have 2+ years in QA within financial services, be familiar with Consumer Duty, and possess strong coaching and reporting skills.

Qualifications

• Minimum 2 years in Quality Assurance within financial services.
• Strong knowledge of FCA regulations and Consumer Duty.
• Experience auditing customer interactions and producing quality reports.

Responsibilities

• Conduct quality audits across calls, emails and live chats to ensure compliance with FCA regulations, internal procedures and customer service standards.
• Identify and elevate quality concerns, process gaps and potential poor customer outcomes.
• Analyse quality results and trends, producing reports and recommending improvements to processes, training and customer journeys.
• Provide constructive feedback and coaching to agents and team leaders to improve performance and customer outcomes.
• Lead and participate in quality calibration sessions to ensure consistency in scoring and assessments.
• Work collaboratively with internal teams and outsourced partners to implement improvements and maintain high-quality service standards.
• Support ad hoc investigations, customer journey reviews and regulatory requirements, including Consumer Duty.

Skills

Quality Assurance

Call observations

Quality control

Financial services

FCA regulations

Consumer Duty

Feedback & coaching

Excel

Communication

Attention to detail

Tools

Excel

Job description

Job Title: Quality Assurance Officer

Location: London/Hybrid OR Remote

Salary: Hybrid - Up to £37,000 OR Remote - Up to £31,000

Hours: Monday to Friday 9 am to 5 pm

Benefits:

• 25 days holiday + public holidays, additional day off for your birthday and Charity/voluntary days off
• Option to buy or sell 5 days holiday
• Discounted Gym membership
• Pension scheme
• Learning and Development budget
• Employee assistance programme with holistic wellbeing support
• Lunch and learn sessions
• Free hot drinks and snacks

About the position of the Quality Assurance Officer:

Are you experienced in quality assurance, call observations or quality control within a financial services business?

We're looking for someone with hands-on experience conducting call observations, auditing customer interactions and providing feedback, who is ready to take the next step into a dedicated Quality Control role. You'll be confident assessing calls, emails and live chats against quality standards, identifying areas for improvement, providing constructive feedback and supporting consistent, compliant customer outcomes. Experience of FCA regulations and Consumer Duty would be highly beneficial.

This is an excellent opportunity to build on your existing quality experience and develop further in a role focused on customer outcomes, compliance and continuous improvement. Our client is ideally looking for someone to work in a hybrid capacity but is happy to also consider candidates remotely

Responsibilities required for the role of Quality Assurance Officer:

• Conduct quality audits across calls, emails and live chats to ensure compliance with FCA regulations, internal procedures and customer service standards.
• Identify and elevate quality concerns, process gaps and potential poor customer outcomes.
• Analyse quality results and trends, producing reports and recommending improvements to processes, training and customer journeys.
• Provide constructive feedback and coaching to agents and team leaders to improve performance and customer outcomes.
• Lead and participate in quality calibration sessions to ensure consistency in scoring and assessments.
• Work collaboratively with internal teams and outsourced partners to implement improvements and maintain high-quality service standards.
• Support ad hoc investigations, customer journey reviews and regulatory requirements, including Consumer Duty.

Experience required for the role of Quality Assurance Officer:

• Minimum 2 years' experience in Quality Assurance, customer service or collections within financial services.
• Good understanding of FCA regulations, Consumer Duty and customer outcomes.
• Experience auditing customer interactions against quality scorecards and compliance standards.
• The ability to identify trends and recommend process improvements.
• Experience providing feedback, coaching agents and producing quality reports.
• Good Excel, communication and organisational skills, with strong attention to detail.