Regulatory QA & Compliance Analyst

WorkForce Employment Services Ltd; Wilmslow; On-site; GBP 27,000 - 28,000; Full time

Job summary

WorkForce Employment Services Ltd is recruiting a Compliance Quality Assurance Analyst to join a regulated organisation based in Handforth Dean, Wilmslow. The role focuses on monitoring customer interactions to ensure regulatory compliance, data protection and internal policies are met, with office-based work in Handforth Dean.

You will review calls, emails, and other communications, provide constructive feedback, and support coaching to operational teams.

Qualifications

• Previous experience in quality assurance, compliance monitoring, regulated customer service or a similar role
• Strong understanding of FCA regulatory requirements and data protection principles, desirable
• Excellent analytical skills and strong attention to detail
• Ability to review customer interactions objectively and identify compliance risks
• Strong written and verbal communication skills
• Confidence providing constructive feedback and coaching support
• Good organisational and time management skills
• Ability to manage monitoring targets, deadlines and reporting requirements
• A professional, empathetic and objective approach when handling sensitive matters
• Strong IT skills, including Microsoft Office and reporting systems
• Experience producing management information, reports and compliance documentation
• Ability to work collaboratively with compliance and operational teams
• A flexible approach and willingness to travel across the UK and occasionally Europe when required
• A proactive attitude towards continuous improvement and regulatory best practice

Responsibilities

• Reviewing customer interactions, including calls, emails, face-to-face meetings and other recorded communications
• Assessing the quality and compliance of customer interactions against agreed frameworks
• Ensuring sales processes and customer communications comply with relevant regulations, legislation, data protection requirements and internal policies
• Identifying compliance risks, customer outcome issues and areas for process improvement
• Producing clear, accurate and constructive feedback following quality assurance reviews
• Supporting coaching and training activity for operational and customer-facing teams where required
• Completing regular monitoring activity in line with agreed targets and deadlines
• Ensuring all documentation, management information and reporting is recorded accurately
• Carrying out field-based quality assurance checks where required
• Supporting second-line compliance monitoring activity across the wider business
• Acting as a subject matter expert on relevant projects
• Working collaboratively with compliance, operational and sales teams to improve standards
• Supporting the continued development of a strong compliance culture
• Carrying out general administrative duties as required
• Undertaking any other reasonable duties in line with the role

Job description

WorkForce Employment Services Ltd is recruiting a Compliance Quality Assurance Analyst to join a regulated organisation based in Handforth Dean, Wilmslow. The role focuses on monitoring customer interactions to ensure regulatory compliance, data protection and internal policies are met, with office-based work in Handforth Dean.

You will review calls, emails, and other communications, provide constructive feedback, and support coaching to operational teams.