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 The 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

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

Salary

Not disclosed