Customer Care Quality Specialist The Customer Care Quality Specialist is responsible for ensuring that the quality of service delivered across all consumer care interactions meets the highest standards. This includes monitoring and evaluating queries, complaints, and escalated contacts to ensure they are handled efficiently, accurately, and in full compliance with regulatory requirements. The successful candidate will play a key role in driving service excellence by identifying performance gaps, analysing root causes, supporting coaching processes, and collaborating with operations teams to improve customer satisfaction and service outcomes. The Role: Conduct regular quality assessments of customer interactions across calls, digital channels, and written correspondence. Develop a bespoke consumer care quality programme suitable for complex and varied case types designed to ensure the best possible consumer experience Evaluate cases involving queries, complaints, and escalated contacts to ensure accuracy, clarity, compliance, and appropriate resolution. Ensure all customer care interactions adhere to telecoms regulatory standards, data protection laws, and internal compliance policies. Work with the data analyst team to ensure data captured meets reporting and data hygiene guidelines Work with 3rd party vendor partner to ensure all contractual obligations are met with respect to operational standards and processes and ensure all agreed service quality KPIs are met Generate timely and accurate quality reports highlighting trends, risks, and improvement opportunities. Provide constructive feedback to agents and team leaders based on evaluation results. The Person: Experience in customer care, quality assurance, or operations within a telecoms or regulated industry. Experience of managing KPIs and improving the customer experience Strong understanding of customer service best practices and complaint resolution processes. Excellent analytical skills with the ability to interpret data and identify root causes. High attention to detail and strong organisational skills. Clear, objective communication skills (Written and Verbal) for delivering constructive feedback. Ability to work cross-functionally with operations, training, compliance, and management teams. For more information, please call Keith on or email Skills: Customer Service Quality Assurance Analyst