Financial Services Quality Assessor

This is a remote position.

Delivering dedicated quality assurance across high-volume financial services and debt recovery operations, this specialist position safeguards operational practice, customer service integrity, and regulatory compliance.

The full-time remote role focuses on evaluating and scoring recorded inbound and outbound calls, emails, live chat communications, and field agent video recordings against defined quality frameworks and statutory standards. Serving as an objective assurance function within a regulated financial services environment, the position delivers actionable insight into customer experience, identifies procedural shortfalls, and flags vulnerability indicators to drive continuous operational improvement.

Collaborating with management based in the United Kingdom, the role conducts daily reconciliations of operational visits against body-worn video media, carries out risk-based short-visit audits, and participates in regular scoring calibrations to maintain uniform standards across all customer interactions.

Key Responsibilities

• Conduct scheduled, random, and targeted quality evaluations across individual, team, and operational workflows to ensure compliance with quality scorecards, customer service standards, and regulatory standards.
  

• Review and score inbound and outbound contact centre telephone calls, emails, live chat conversations, and written interactions against established quality frameworks and legislative guidelines.
  

• Evaluate agreed samples of field agent body worn video footage against operational procedures, professional conduct expectations, and compliance standards.
  

• Assess critical interaction dimensions including customer experience, clear communication, professional conduct, vulnerability indicators, data accuracy, and secure information handling.
  

• Complete daily reconciliation checks covering 100% of recorded field visits from the prior working day against body worn video footage, maintaining complete audit trails of discrepancies or missing media.
  

• Conduct regular dip-sampling of short-duration field visits using risk-based criteria to confirm procedural compliance, proportionate activity, and the validity of recorded visit outcomes.
  

• Maintain comprehensive records of assessment scores, rationale, and findings while meeting agreed volume targets and turnaround timelines.
  

• Escalate suspected regulatory breaches, unexplained footage discrepancies, and severe compliance concerns in accordance with established escalation protocols.
  

• Compile regular quality assurance reports and analysis for management, highlighting repeat failures, operational risks, coaching opportunities, and good practice.
  

• Participate in scheduled calibration sessions with managers and subject matter experts to ensure consistent interpretation and application of assessment standards.
  

Requirements

• 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.
  

• Dedicated, secure remote working environment with the ability to work effectively alongside United Kingdom management.
  

Desirable Requirements

• Quality assessment experience gained 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.
  

Required Software Skills

• Microsoft 365 (Microsoft Office 365 ProPlus)