Quality Assurance Outcome Testing Specialist

About the role

Join a leading UK financial services organisation as an Outcome Testing Specialist within the Customer Operations Quality Assurance team. You will independently assess customer journeys to ensure fair outcomes that meet Consumer Duty and FCA expectations.

Key responsibilities

• Conduct independent outcome testing across multiple customer journeys.
• Assess compliance with FCA regulations, Consumer Duty and internal policies.
• Review interactions via telephone, email, web‑chat and written correspondence.
• Identify poor outcomes, recommend remediation and produce evidence‑based reports.
• Perform trend analysis to highlight emerging risks and control weaknesses.
• Collaborate with operational teams to improve processes and support regulatory projects.
• Present findings to stakeholders across the business.

Required profile

• Experience in outcome testing, quality assurance, compliance monitoring or related fields.
• Strong understanding of FCA regulation and Consumer Duty.
• Excellent analytical and investigative abilities.
• Clear, confident communication and strong report‑writing skills.
• Proactive, detail‑oriented approach.
• Financial services background; automotive finance experience is a plus.

Required skills

What we offer

• 12‑month fixed‑term contract with a salary of £40,000‑£45,000 per year.
• Hybrid working model (3 days in the office).
• Opportunity to join a respected Quality Assurance function.
• Exposure to Consumer Duty and regulatory change initiatives.