Customer Quality Analyst

Customer Quality Analyst - Milton Keynes

• About The Role

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  SALARY:From 27,422.40 pa dependent on experience

  LOCATION: Milton Keynes

  HYBRID WORKING: Our current hybrid working policy requires 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.

  HOURS / CONTRACT TYPE: Full-Time Fixed Term Contract until 30/09/2027, 35 hours per week

  CLOSING DATE: 01/10/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.

  Are you passionate about delivering exceptional customer outcomes and driving continuous improvement?

  Were looking for aCustomer Quality Assurance Analyst to play a key role in ensuring our Customer Operations meet the highest standards of quality, compliance, and customer satisfaction.

  In this high-impact role, youll be responsible for reviewing customer outcomes and operational processes across core areas and outsourced partners, including Customer Services, Collections & Recoveries, and Customer Resolutions. Your insights will help shape better customer experiences, improve retention, and reduce regulatory and business risks.

  What youll be doing:

  • 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
  • Take ownership of end-to-end customer journey reviews by scoping, investigating and analysing to identify risks and opportunities for improvements.
  • 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.

  Essential experience & skills:

  • 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 UKs 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.

  Whats in it for you?

  Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)

  Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee c