Are you passionate about improving customer outcomes and ensuring high standards across every part of the customer journey? We’re looking for an Outcome Testing & Quality Assurance Partner to join our team and play a key role in strengthening our quality, compliance, and customer-centric culture.
As a senior Quality Assurance specialist, you will assess the end-to-end customer experience using our full QA framework. You’ll provide meaningful, actionable insight that helps drive better outcomes and ensures we meet our regulatory responsibilities -particularly in line with FCA expectations and the Consumer Duty.
This is a high-impact role where you will lead quality assurance monitoring and outcome testing across core processes, helping our teams make informed decisions that support both customers and the business.
About us
At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
What will your day-to-day look like?
Quality Monitoring
- Complete monitoring activity based on automated scorecard exceptions.
Outcome Testing
- Support regulatory outcome testing across customer interactions.
- Support innovation and projects / trials to improve and integrate outcome testing into all core processes.
- Assess whether outcomes are aligned with the FCA’s Consumer Duty.
- Identify indicators of poor customer outcomes and work with stakeholders to understand root causes.
- Complete full end to end customer life-cycle reviews.
- Where client contracts require specific Outcome Testing to be completed, ensure this is done aligned with client expectations.
- Where applicable work with third parties to validate automated outcome testing results.
Quality Assurance Partner
- Act as a quality partner to operational teams, providing expert advice on compliance risks, quality performance, and customer treatment.
- Work closely with Training, Compliance, Operations, and Complaints to embed a strong quality and outcome-focused culture.
- Support calibration and continuous improvement efforts across QA frameworks and evaluation models.
- Using data from reviews, identify and report on any RCA, CI or change opportunities
Reporting
- Produce clear, structured feedback on findings, trends, and recommendations.
- Provide assurance reporting for internal and external audit purposes.
- Track actions and verify improvements from past QA or outcome testing reviews.
Who are we looking for?
Required skills & experience
- Experience in quality assurance, compliance, or risk within a regulated contact centre - preferably in financial services or debt collection.
- Experience in Outcome Testing (MUST HAVE)
- Excellent report writing and stakeholder engagement skills; confident in presenting findings and influencing action
- Strong understanding of FCA regulations including Consumer Duty, TCF, CONC, and vulnerable customer principles.
- Skilled in evaluating multi-channel interactions (calls, digital, written) and using QA or analytics tools.
- Ability to interrogate data and narrative evidence to assess customer outcomes and business conduct.
The Application Timeline
- A first stage video call with the internal talent acquisition team (15-minute call)
- A teams or face to face interview with the hiring manger (max 60 minutes)
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application ASAP to avoid any disappointment.
If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
Why you should be EXCITED to apply...
- £32,000-38,000 DOE + up to 20% of your annual salary, paid as a bonus.
- This role is hybrid and can be based at either our Blackpool or Manchester office (please note, if Manchester preferred, occasional travel would be required to the Blackpool office).
- 37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday.
- The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
- And many more benefits to support your wellbeing and professional development.
We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.
PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.