Quality Assurance Analyst

Customer Quality Analyst

Full Time Fixed Term Contract until July 2025

Salary: £26,447 + Many more benefits

Closing Date: 2nd October 2024

The key purpose of the role is to provide oversight and assurance that Customer Operations are providing good customer outcomes and adhering to VWFS business standards and regulatory requirements. This role reviews customer journeys and processes across the key operational areas and outsource partners including: New Business, Customer Services, Collections and Customer Resolutions.

This role is key in improving customer processes and interactions to drive improved retention, customer experiences and reduce regulatory and business risks.

Responsibilities include:

• Analyse customer, Quality and complaints data to identify failure trends, knowledge gaps and opportunities for improvement.
• Become an expert in at least two of the key operational areas within Customer Operations one of these being a highly regulated business area such as Customer Resolutions or Collections & Recoveries
• Operate within the established framework to provide oversight of the customer journey/service to drive continuous improvements.
• Work collaboratively with the customer operations and insights teams to ensure the accuracy and effectiveness of quality and process reviews. .
• Through CQ review activities support Customer Operations to demonstrate compliance to all regulatory requirements and to highlight deviation from this at the first opportunity in accordance with FCA regulations
• Chair internal and outsourcer calibrations ensure alignment in the Quality Framework.
• Collaborate and support the outsourcer Quality Assurance teams to ensure alignment and adherence to VWFS standards.
• Coach advisors, seniors and team leaders across Customer Operations to support process knowledge and adherence.
• Support Customer Operations and wider enterprise on projects as subject matter expertise for customer facing processes.

Skills and Experience required:

• Strong communication, presentation and coaching skills.
• Analytically sound in order to analyse key data and produce meaningful, value-adding outputs.
• Experience of using Excel, MI reporting systems to understand and analyse data.
• Knowledge of VWFS UK's operating systems and processes.
• High level of drive and personal commitment, with a desire to develop own skills and experience as well of that of the team.
• A thorough understanding of the VWFS UK Ltd product portfolio and the behaviours of products.
• Successful experience of adhering to QA guidelines/processes in a regulated environment.
• Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams.

About Volkswagen Financial Services

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.

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