Quality, Compliance & Complaints Lead
Company: Fmi
Role summary
Quality, Compliance & Complaints Lead is a full-time role at Fmi in Dublin, Leinster, Ireland (on-site). Posted 2026-10-08. Salary: EUR 37,000–42,000 per year. Experience level: 2-5.
- Job title
- Quality, Compliance & Complaints Lead
- Company
- Fmi
- Location
- Dublin, Leinster, Ireland
- Work arrangement
- on-site
- Employment type
- full-time
- Category
- Logistics & Warehousing
- Salary
- EUR 37,000–42,000 per year
- Experience level
- 2-5
- Date posted
- 2026-10-08
This is a great opportunity to join Fmi as a Quality, Compliance & Complaints Lead, where you'll play a key role in ensuring excellent customer service and maintaining high standards. With a competitive salary and a focus on continuous improvement, this permanent position offers a chance to make a real impact on customer satisfaction.
Job description
Your mission
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
Your profile
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.
INDHP
Why us?
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.
About us
FMI is a diverse business specialising in Field Management, Brand Management and Distribution and Contact Centre services across multiple sectors including FMCG, Drinks, Utilities, Telco, and Government. Our teams have been representing leading brands in Ireland for over 30 years.
We value our employees and help them grow through training and development opportunities. Our onboarding process sets you up for success, whether you're based in Dublin, Belfast, or out in the field. If you're passionate and enthusiastic about your career, FMI is the place for you.