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Financial Services Quality Assessor
RecruitMyMom. Conduct scheduled, random, and targeted quality evaluations across individual, team, and operational workflows .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assessment and evaluation within high-volume customer interaction environments, with a strong focus on compliance standards and evidence-based feedback. Proficient in maintaining accurate records and generating quality assurance reports to support operational excellence.
Highest-signal resume keywords
Quality Assessment ExperienceEvidence-Based Assessment FindingsCompliance Standards EvaluationMicrosoft 365 ProficiencyAttention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance FrameworkScoring Customer InteractionsData Accuracy AssessmentRisk-Based Dip-SamplingQuality Evaluation Records Maintenance
Soft Skills
Excellent Written CommunicationListening ComprehensionConstructive Performance Feedback
Tools & Technologies
Microsoft Office 365 ProPlus
Industry Keywords
Contact CentreCustomer ServiceCompliance ConcernsField Agent EvaluationHigh-Volume Customer Interaction
About the role
Key responsibilities & impact- Conduct scheduled, random, and targeted quality evaluations across individual, team, and operational workflows
- Review and score inbound and outbound contact centre telephone calls, emails, live chat conversations, and written interactions
- Evaluate field agent body-worn video footage against operational procedures, professional conduct expectations, and compliance standards
- Assess customer experience, communication, professional conduct, vulnerability indicators, data accuracy, and secure information handling
- Reconcile 100% of recorded field visits from the prior working day against body-worn video footage
- Conduct risk-based dip-sampling of short-duration field visits
- Maintain records of assessment scores, rationale, findings, discrepancies, and missing media
- Escalate suspected regulatory breaches and severe compliance concerns
- Compile quality assurance reports and analysis for management
- Participate in calibration sessions with managers and subject matter experts
Requirements
What you’ll need- Minimum of two years of direct experience in a Quality Assessor, Quality Analyst, Quality Assurance, or closely comparable assessment role
- Proven experience evaluating and scoring recorded customer interactions against an established quality assurance framework or scorecard
- Demonstrable track record of generating evidence-based assessment findings and delivering constructive performance feedback
- Practical background in identifying quality failures, compliance concerns, coaching needs, and recurring performance trends
- Prior experience maintaining accurate evaluation records and consistently meeting agreed quality assessment volumes
- Direct participation in formal quality assurance calibration sessions
- Excellent written and spoken English communication skills
- Strong attention to detail, listening comprehension, and objective, evidence-based assessment capabilities
- Ability to work effectively alongside United Kingdom management
- Quality assessment experience within a contact centre, customer service, collections, financial services, insurance, or related high-volume customer interaction environment
- Willingness and ability to learn United Kingdom enforcement environments and operational processes
- Microsoft 365 (Microsoft Office 365 ProPlus)
Benefits
Comp & perks- Permanent employment
- Full-time remote work
- Dedicated, secure remote working environment