Quality & Compliance Lead - Customer Experience Champion

FMI Field Management Ireland; Dublin; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Structured training

Career development

Team collaboration

Job summary

FMI Field Management Ireland is seeking a Quality, Compliance & Complaints Lead to support our contact centre operation by monitoring quality, ensuring regulatory compliance, and driving continuous improvement.

You will act as the voice of the customer, manage end-to-end complaints, conduct audits, provide reports to management and collaborate with Operations, Training and Workforce Planning to optimise processes.

Qualifications

• 2+ years' experience in Quality Assurance, Compliance, Complaints Management or a similar role.
• Experience within a contact centre environment.
• Strong analytical, investigative and problem-solving skills.
• Experience handling customer complaints and escalations.
• Excellent communication and report-writing skills.
• Strong attention to detail.

Responsibilities

• Monitor customer interactions across calls, email, chat and back-office activities.
• Complete quality evaluations and compliance audits.
• Identify trends, risks and coaching opportunities.
• Lead calibration sessions with Team Leaders and Operations.
• Monitor compliance with client requirements, GDPR, data security and internal policies.
• Investigate compliance breaches and support corrective actions.
• Maintain audit records and support quality management standards.
• Manage the end-to-end complaints process.
• Investigate complaints and ensure timely resolution.
• Perform root-cause analysis and identify recurring issues.
• Track complaint trends and recommend preventative actions.
• Liaise with clients and key stakeholders regarding complaint investigations and outcomes.
• Share lessons learned to improve customer experience and operational performance.
• Produce weekly and monthly quality, compliance and complaints reports.
• Maintain quality and complaint dashboards and KPIs.
• Present findings and recommendations to management.
• Work with Operations, Training and Workforce Planning teams to improve processes and customer journeys.
• Lead improvement initiatives arising from audits, complaints and quality reviews.

Skills

Quality Assurance

Compliance

Complaints Management

Analytical skills

Stakeholder management

Report writing

Excel

Tools

Excel

Job description

FMI Field Management Ireland is seeking a Quality, Compliance & Complaints Lead to support our contact centre operation by monitoring quality, ensuring regulatory compliance, and driving continuous improvement.

You will act as the voice of the customer, manage end-to-end complaints, conduct audits, provide reports to management and collaborate with Operations, Training and Workforce Planning to optimise processes.