Quality, Compliance & Complaints Lead

Role Purpose

We are seeking a motivated and detail-oriented Quality, Compliance & Complaints Lead to support the delivery of exceptional customer service across our contact centre operation. This role is responsible for monitoring service quality, ensuring compliance with client and regulatory requirements, managing customer complaints, and driving continuous improvement initiatives.

The successful candidate will act as the voice of the customer, helping to improve customer outcomes, reduce operational risk, and support a culture of quality and accountability.

Location: Dundrum, Dublin 

Reporting To: Head of Contact Centre Operations

Key Responsibilities

Quality & Compliance

• Monitor customer interactions across calls, email, chat and back-office activities.

• Complete quality evaluations and compliance audits.

• Identify trends, risks and coaching opportunities.

• Lead calibration sessions with Team Leaders and Operations.

• Monitor compliance with client requirements, GDPR, data security and internal policies.

• Investigate compliance breaches and support corrective actions.

• Maintain audit records and support quality management standards.

Complaints Management

• Manage the end-to-end complaints process.

• Investigate complaints and ensure timely resolution.

• Perform root-cause analysis and identify recurring issues.

• Track complaint trends and recommend preventative actions.

• Liaise with clients and key stakeholders regarding complaint investigations and outcomes.

• Share lessons learned to improve customer experience and operational performance.

Reporting & Continuous Improvement

• Produce weekly and monthly quality, compliance and complaints reports.

• Maintain quality and complaint dashboards and KPIs.

• Present findings and recommendations to management.

• Work with Operations, Training and Workforce Planning teams to improve processes and customer journeys.

• Lead improvement initiatives arising from audits, complaints and quality reviews.

Success Measures

• Quality Scores

• Compliance Audit Results

• Complaint Volumes and Resolution Times

• Customer Satisfaction (CSAT)

• First Contact Resolution (FCR)

• Reduction in Repeat Complaints

• Completion of Corrective Actions

Skills & Experience

Essential

• 2+ years' experience in Quality Assurance, Compliance, Complaints Management or a similar role.

• Experience within a contact centre environment.

• Strong analytical, investigative and problem-solving skills.

• Experience handling customer complaints and escalations.

• Excellent communication and report-writing skills.

• Strong attention to detail.

• Proficient in Excel and reporting tools.

Personal Attributes

• Customer-focused and solutions-oriented.

• Highly organised and methodical.

• Confident communicator with strong stakeholder management skills.

• Able to work independently and influence positive change.

• Passionate about quality, compliance and continuous improvement.

This role offers an excellent opportunity to shape customer experience, strengthen compliance standards and drive operational excellence within a growing contact centre environment.

At FMI, people are at the centre of how we operate. We believe in treating employees with respect, providing clear communication, and creating an environment where individuals feel supported and valued in their work.

We invest in our teams through structured training, ongoing development, and opportunities to build skills that are transferable across roles and campaigns. Many of our employees grow within the business, moving into new roles or taking on additional responsibility over time.

FMI promotes an inclusive and collaborative culture where diversity is respected, teamwork is encouraged, and effort is recognised. If you are looking to build your career with a business that values professionalism, development, and long-term relationships, FMI is a place where you can do that.