We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of.
We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience – bringing together the pe...
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To provide independent quality assurance across telephony, complaint handling and casework activity within the Motor Finance Redress Scheme. The role ensures decisions, communications and processes comply with FCA requirements, Consumer Duty, DISP and scheme rules.
Key Responsibilities
Complete quality reviews of calls, correspondence and case files in line with QA frameworks.
Assess adherence to SOPs, scripts, regulatory requirements and scheme methodology.
Identify errors, trends and root causes.
Provide clear feedback to operational teams and Team Leaders.
Participate in calibration sessions and thematic reviews.
Escalate material risks, systemic issues or customer detriment.
Skills and Experience
Previous QA experience in a regulated financial services environment
Strong understanding of complaint handling and customer communications.
High attention to detail and analytical skills.
Ability to document findings clearly and objectively.
FCA DISP, Consumer Duty and redress schemes.
Experience reviewing telephony and written correspondence.
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