Quality Assurance Specialist — Customer Experience

Nationwide; Glasgow; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training and development

Salary sacrifice options

Life assurance

Wellhub

Volunteer days

Job summary

Nationwide in the UK is seeking a Quality Assessor to oversee the Contact Centre Quality Framework and ensure our standards deliver a Simply Brilliant Experience for customers.

You will analyze interactions, coach colleagues, and drive improvements across processes, with a strong focus on risk management and operational effectiveness. The role offers hybrid working and regional office attendance, including Glasgow, with quarterly site visits.

Qualifications

• Understanding of Contact Centre technologies and associated tools.
• Strong stakeholder engagement across all levels of the organisation.
• Excellent verbal and written communication, with clear customer focus.
• Good organisational skills with the ability to prioritise and meet deadlines.
• Experience working under pressure and managing own workload.

Responsibilities

• Oversee the Contact Centre Quality Framework and supervise quality checks.
• Review customer voice interactions to ensure key quality standards and right-first-time outcomes.
• Support continuous improvement and drive cost efficiency through process changes.

Skills

Contact Centre tech

Stakeholder engagement

Communication

Organisation

Under pressure

Customer experience

Banking products

Job description

Nationwide in the UK is seeking a Quality Assessor to oversee the Contact Centre Quality Framework and ensure our standards deliver a Simply Brilliant Experience for customers.

You will analyze interactions, coach colleagues, and drive improvements across processes, with a strong focus on risk management and operational effectiveness. The role offers hybrid working and regional office attendance, including Glasgow, with quarterly site visits.