Customer Outcomes & Quality Assurance Analyst

M&G is seeking a colleague-level professional to oversee customer outcomes, quality and complaint-related oversight within outsourced operations, within the Service & Customer Outcomes Oversight pillar.

You will monitor customer outcome indicators, oversee complaints MI and root-cause themes, and ensure Consumer Duty expectations are met with timely escalation and remediation. Flexible working is considered, with a comprehensive benefits package including pension and health cover.

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