Customer Feedback, QA Specialist

Prima

Customer Feedback & QA Specialist in the Customer Care team at Prima, ensuring good outcomes for customers in motor insurance. Engaging in quality assurance and handling complaints.

Posted 7/13/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in handling regulatory complaints within an FCA environment, ensuring compliance with Treating Customers Fairly principles while delivering exceptional customer service. Proficient in investigating complaints, preparing case files, and collaborating with compliance teams to maintain high-quality standards.

Highest-signal resume keywords

Regulatory Complaint HandlingFCA Compliance ExperienceCustomer Service ExcellenceAnalytical Problem SolvingInsurance Industry Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Assurance ChecksFinancial Ombudsman Case PreparationDSR Request HandlingSanction Match InvestigationCustomer Fulfilment Specialist Activities

Soft Skills

Great Communication SkillsPassion for Customer ExperienceTeam Support and Collaboration

Industry Keywords

FCA EnvironmentTreating Customers Fairly PrinciplesInsurance Industry Metrics

About the role

Key responsibilities & impact

Investigating and responding to informal and formal complaints
Completing quality assurance checks across various channels
Preparing Financial Ombudsman (FOS) case files
Handling DSR requests and responding to customers in required timeframe
Investigating and handling potential sanction matches, ensuring these are managed in a timely manner
Working with the Compliance team on various compliance topics
Staying up to date with relevant FOS decisions and sharing this information with colleagues
Supporting and resolving requests from team members to provide a comprehensive response to our customers
Maintaining a close understanding of customers and products by engaging in Customer Fulfilment Specialist activities (handling customer queries via phone, email, and live chat)

Requirements

What you’ll need

Demonstrable experience in a service related function
Clear experience of handling regulatory complaints within an FCA environment
Great communication skills
A passion for delivering excellent experiences to customers and colleagues
Experience of working successfully in a regulated service environment with evidence of consistently applying Treating Customers Fairly principles
Analytical problem solving abilities
Familiarity with the insurance industry, its key metrics, and associated challenges (nice-to-have)

Benefits

Comp & perks

Work Your Way: Enjoy hybrid working, with a mix of home and office days.
Grow with us: Access to learning resources, mentorship and a growth plan tailored to you.
Thrive and perform: Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.