Job Title:
Customer Operations – Quality Assurance Specialist (12-Month FTC) Closing Date:
31 January 2025 About us At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. We support you for being you. We ensure that everyone has an equal opportunity to learn and develop. Inclusion is the driving force behind our ethos. How you’ll play your part In this role, you will provide independent quality checks for Customer Services, Resolutions, and any regulatory programmes as required, delivering segregation of duty as prescribed by the regulator. Main Accountabilities Conduct daily reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance with company policies and regulations. Conduct reviews for teams within the scope of Customer Operations and support cross-company and regulatory projects. Assess interactions to ensure service delivery meets customer and business requirements. Complete reviews in line with defined targets for volume and accuracy. Work closely with the Quality Assurance Team Leader to support the creation of a high-performing workforce. Maintain knowledge across all in-scope processes and support continuous improvement. Proactively highlight trends or themes identified during quality assurance reviews. Support the Quality Assurance Team Leader with additional topics to keep stakeholders informed. Provide feedback to colleagues to support improvement in calibration sessions. About you Good knowledge of Consumer Duty, Vulnerable Customers, and FCA principles. Effective listening, coaching, persuasion, reasoning, and influencing skills. Ability to work under own initiative and mark reviews fairly and consistently. Strong organisation and time management skills. Understanding of QA skills and Customer Services (desirable). What’s in it for you? We offer a competitive salary and discretionary bonus structure, access to colleague car schemes, a pension scheme, and flexible benefits. We support your wellbeing and development. What’s next? Please apply online via Taleo, including a copy of your CV. We’re here to support you throughout the recruitment process and beyond.
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Customer Operations – Quality Assurance Specialist (12-Month FTC) Closing Date:
31 January 2025 About us At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. We support you for being you. We ensure that everyone has an equal opportunity to learn and develop. Inclusion is the driving force behind our ethos. How you’ll play your part In this role, you will provide independent quality checks for Customer Services, Resolutions, and any regulatory programmes as required, delivering segregation of duty as prescribed by the regulator. Main Accountabilities Conduct daily reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance with company policies and regulations. Conduct reviews for teams within the scope of Customer Operations and support cross-company and regulatory projects. Assess interactions to ensure service delivery meets customer and business requirements. Complete reviews in line with defined targets for volume and accuracy. Work closely with the Quality Assurance Team Leader to support the creation of a high-performing workforce. Maintain knowledge across all in-scope processes and support continuous improvement. Proactively highlight trends or themes identified during quality assurance reviews. Support the Quality Assurance Team Leader with additional topics to keep stakeholders informed. Provide feedback to colleagues to support improvement in calibration sessions. About you Good knowledge of Consumer Duty, Vulnerable Customers, and FCA principles. Effective listening, coaching, persuasion, reasoning, and influencing skills. Ability to work under own initiative and mark reviews fairly and consistently. Strong organisation and time management skills. Understanding of QA skills and Customer Services (desirable). What’s in it for you? We offer a competitive salary and discretionary bonus structure, access to colleague car schemes, a pension scheme, and flexible benefits. We support your wellbeing and development. What’s next? Please apply online via Taleo, including a copy of your CV. We’re here to support you throughout the recruitment process and beyond.
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