Our client is seeking a permanent, full-time Quality Assurance Manager – Customer to be based in Guernsey. This pivotal role is responsible for overseeing complaints management, quality assurance processes, social media oversight, and business performance monitoring. You will be instrumental in driving responsible growth and delivering an exceptional customer experience, while ensuring compliance with regulatory requirements and promoting continuous service improvement.
Job Duties:
- Manage quality framework processes and procedures to ensure quality scores align with business goals and compliance standards
- Maintain high standards of quality, compliance and complaint resolution to protect the reputation and efficiency of the organisation
- Lead and supervise a team of Advisors conducting first-line reviews in line with established quality standards
- Oversee and analyse quality assurance results including file checks and call monitoring to ensure excellence in service and compliance
- Monitor implementation of quality assurance feedback and support a culture of continuous improvement
- Collaborate with senior management to identify risks and assist in implementing effective controls
- Maintain and update procedure manuals to ensure operational accuracy and consistency
- Manage and optimise complaints and quality assurance processes to meet service level agreements
- Lead and develop the complaints handling team, promoting empowerment and decision-making to deliver fair customer outcomes
- Oversee the investigation, response and resolution of complaints in line with regulatory standards and Channel Islands Financial Ombudsman guidelines
- Conduct root cause analysis and identify trends to reduce complaint volumes and drive process improvements
- Produce and deliver monthly management information for the customer committee
Job Requirements:
- 2–3 years of experience in a regulated environment, ideally within financial services
- Experience in risk management
- Strong knowledge of current industry developments and regulatory frameworks
- In-depth understanding of complaint handling and dispute resolution in line with Channel Islands Financial Ombudsman guidance
- Expertise in quality assurance and complaint management methodologies and frameworks
- Proven ability to handle complex complaint situations and deliver effective resolutions
- Experience designing and implementing complaints policies and procedures
- Ability to implement operational policies and procedures
- Experience in training and developing staff to improve knowledge and performance
What You’ll Love:
This is a key opportunity to shape the quality assurance and complaints function of a growing organisation with a strong reputation for service excellence. You will be part of a forward-thinking business where customer satisfaction and continuous improvement are core to their values.
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