About the job
HW Interim Solutions are working with a Financial Services organisation to appoint an experienced Customer Outcomes and Quality Assurance Lead on an interim basis. The role will shape and oversee a robust quality assurance and customer outcomes framework, ensuring compliance and positive customer experiences across all customer-facing teams. This role involves leading the design, execution, and refinement of assessment standards, working closely with senior leaders to align quality assurance practices with regulatory requirements and business goals.
The ideal candidate will have strong experience in FCA-regulated activities and be skilled in managing quality assurance, customer outcomes testing, and colleague competency assessments. Additionally, they will possess a deep understanding of regulatory standards, including FCA Code of Conduct, Consumer Duty Regulations, and guidelines for Vulnerable Customers, along with proven leadership skills.
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