Quality Assurance Specialist - FCA (Hybrid/Remote)

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

Benefits offered by this job

25 days holiday + public holidays

Birthday day off (additional)

Option to buy or sell 5 days holiday

Discounted Gym membership

Pension scheme

Learning and Development budget

Employee assistance programme

Lunch and learn sessions

Free hot drinks and snacks

Job summary

Stellar Select Ltd in London is seeking a Quality Assurance Officer with hands-on QA, call observations and quality control experience within financial services. You will audit calls, emails and live chats against quality standards and provide constructive feedback to agents and teams to drive compliant outcomes.

The role emphasizes FCA regulations and Consumer Duty, requires 2+ years in QA or customer service, and offers hybrid working in London or remote options to suit flexibility while

Qualifications

• 2+ years 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.
• Ability to identify trends and recommend process improvements.
• Experience providing feedback, coaching agents and producing quality reports.

Responsibilities

• Conduct quality audits across calls, emails and live chats to ensure FCA compliance and internal standards.
• Identify quality concerns, process gaps and potential poor customer outcomes.
• Analyse results and trends; produce reports and recommend improvements to processes and journeys.
• Provide constructive feedback and coaching to agents and team leaders.
• Lead quality calibration sessions to ensure scoring consistency.
• Collaborate with internal teams and partners to implement improvements.
• Support investigations, journey reviews and regulatory requirements including Consumer Duty.

Skills

Quality Assurance

Call observations

Auditing

Feedback coaching

Excel

Communication

Attention to detail

Tools

Excel

Job description

Stellar Select Ltd in London is seeking a Quality Assurance Officer with hands-on QA, call observations and quality control experience within financial services. You will audit calls, emails and live chats against quality standards and provide constructive feedback to agents and teams to drive compliant outcomes.

The role emphasizes FCA regulations and Consumer Duty, requires 2+ years in QA or customer service, and offers hybrid working in London or remote options to suit flexibility while