Specialist - Quality and Customer Experience
Specialist - Quality and Customer Experience
We’re looking for an experienced Customer Experience & Quality Specialist to play a key role in safeguarding and improving the quality of our customer interactions across complaints handling, audits, and customer feedback.
In this role, you’ll take ownership of customer complaints, conduct detailed call and case audits (both internal and client-facing), and analyse customer satisfaction data to identify trends and drive meaningful improvement. You’ll work closely with operational teams and external clients, using insight and evidence to enhance customer outcomes, ensure compliance, and continuously raise service standards.
This is a hands-on, influential role, ideal for someone who enjoys combining analysis, stakeholder engagement, and quality assurance in a regulated environment.
About you
You’re analytical, organised and confident working with both data and people. You’re comfortable challenging constructively, presenting to clients, and handling sensitive situations professionally.
You’ll bring:
Proven experience in customer complaints handling, resolution or dispute management
Hands-on experience delivering call and case audits within quality or assurance frameworks
Experience working to client SLAs and contractual audit commitments
Background in a regulated or quality-driven environment (e.g. insurance, financial services, contact centres)
Strong experience analysing customer feedback and identifying trends and root causes
Confidence using CRM, complaints or case management systems
Strong Excel (or equivalent) skills for tracking, analysis and reporting
Excellent written and verbal communication skills, including presenting to clients
Qualifications & professional experience (desirable)
Formal training or qualifications in customer service, complaints handling or customer experience
Quality assurance, audit or quality management training or certification
Experience or certification in regulated environments (insurance, financial services, contact centres)
Experience creating client-facing reports and presentations
Experience in call and case audits is essential
Why join us?
Play a visible role in improving customer outcomes and service quality
Work closely with both internal teams and external clients
Be part of an organisation committed to continuous improvement and high standards
Develop your expertise in quality, governance and customer experience
Interested?Apply now or contact us to find out more about how you can make a real impact as our next Customer Experience & Quality Specialist.
About this role
What you’ll be doing
Customer Complaints & Resolution
Receive, log and manage complaints from patients, clients, insurers and partners across global regions
Work closely with operations to ensure timely, empathetic and compliant outcomes
Coordinate investigations with medical teams and claims coordinators
Maintain a robust, centralised complaints log for tracking and reporting
Call & Case Auditing
Conduct structured call and case audits using internal quality frameworks, regulatory requirements and client-specific standards
Deliver client audits in line with agreed volumes, sampling methodologies and SLA commitments
Produce clear, evidence-based audit findings, scores and insights for internal and client use
Present audit outcomes, trends and learnings confidently in client meetings
Track audit activity and ensure all client requirements are met
Customer Satisfaction & Voice of the Customer
Review and analyse customer satisfaction surveys and feedback
Identify drivers of dissatisfaction and positive customer experiences
Turn feedback into clear, actionable improvement recommendations
Quality Insights & Continuous Improvement
Produce regular quality, audit and customer insight reports
Share findings with operational teams, leaders and key stakeholders
Contribute to training updates, process improvements and quality frameworks
Governance & Documentation
Maintain accurate documentation for complaints, audits and findings
Ensure evidence and records meet governance, regulatory and compliance standards
Support internal quality reviews and assurance activity
Collaboration & Expertise
Partner with operational teams and managers to support improvement actions
Provide constructive, evidence-based feedback
Act as a subject matter expert for quality, complaints and customer experience
What you will need
Required criteria
- Proven experience in call and case audits within a quality or assurance framework, including delivering audits to client standards and SLAs
- Hands-on experience managing customer complaints or escalations in a regulated environment (e.g. insurance, financial services, contact centre)
- Strong analytical and communication skills, with the ability to produce clear audit findings and confidently present insights to internal and external stakeholders
Desired criteria
- Formal qualification or certification in quality assurance, complaints handling, customer experience or audit
- Experience analysing customer satisfaction or Voice of the Customer data and translating insights into service improvements
- Advanced proficiency with CRM, case management systems or Excel/data analysis tools to support reporting and trend analysis
