Compliance & Quality Assurance Officer

My client requires a COMPLIANCE & QUALITY ASSURANCE OFFICER to ensure robust regulatory compliance, operational quality, and data integrity across the business.This role comprises three core responsibilities:Complaint Oversight / Data Request ManagamentMarketing / Financial Promotions ComplianceQuality Assurance / Call & Data MonitoringThe successful incumbent will ensure effective oversight across the full client journey — from advertising and data capture through to final complaint resolution — safeguarding consumer outcomes, data privacy, and organisational compliance.Key Responsibilities:Receive, investigate, and resolve Complaints in line with FCA regulations.Process Data Subject Access Requests (DSARs) in accordance with GDPR requirements; validating requester identity, retrieving relevant records, redacting third-party data, and responding within statutory deadlines.Maintain central Complaints and Data registers - tracking outcomes, trends, and deadlines, and ensuring there is a defensible audit trail as per FCA and GDPR requirements.Perform Quality Assurance on CRM entries to ensure proper use of scripts, templates, and processes; sampling call recordings and scoring them against regulatory standards.Produce weekly Quality Assurance scorecards for call centre performance, escalating any non-compliance or training needs to managementReview and approve new adverts and website content before launch, including conducting mystery shopping of any partner/supplier journeys, and auditing live advertisingEnsure all financial promotions and marketing materials include the necessary disclosures under both FCA and GDPR (e.g. data use, opt-ins).Maintain an advert/website review log with screenshots, timestamps, and reviewer signoff.Monitor data for duplicates, anomalies, and fraud patterns across all partner channels, ensuring maximum accuracy, relevance, and proportionality in line with GDPR principles.Maintain a fraud risk log and escalate suspect patterns for investigation, collaborating with colleagues to ensure this is done in an effective manner.Report trends in complaints, QA results and fraud indicators - providing actionable insights and evidence to support feedback, training, and continuous improvement.Maintain clear records to demonstrate readiness for FCA audits and GDPR reviewsKey Skills & Experience Required:Existing background in compliance, regulation, and quality monitoring in financial servicesGood knowledge of FCA, GDPR, and ICO compliance standardsStrong attention to detail, commitment to accuracy and good communication skillsAbility to work in a professional manner; able to manage multiple tasks at onceExperience with CRM systems or call monitoring tools, and ideally with digital marketingGood analytical skills for reviewing data and spotting patternsIf this sounds like it could be of interest to you, please click 'Apply' today - or for more information, contact Terry Wetters (Founder/Director): 07891 708 941 / terry@barleycorn.io