Key responsibilities
• Conduct audits across call quality, CRM data and client interactions
• Analyse audit results and present clear, actionable insights
• Share audit outcomes with managers within seven days
• Track agreed actions to completion with evidence recorded
• Recommend improvements to enhance quality and reduce failure rates
• Maintain accurate QA records and documentation
• Support creation of dashboards or reports to monitor performance
• Help improve QA methodologies, tools and processes
• Expand QA coverage across additional departments
• Maintain relevance and accuracy of QA criteria
• Collaborate with teams to refine scoring criteria
• Support staff development linked to quality outcomes
• Assist in developing and delivering training materials
• Identify opportunities for quality process improvement
• Act as a point of contact for quality-related queries
• Respond to internal queries within one business day
• Build strong working relationships across departments
• Provide quality insights for improvement projects
• Track project milestones and flag delays promptly
• Ensure QA activities meet internal policies and external regulations
• Support audit readiness and compliance reviews
• Keep QA procedures and documents up to date
• Assist in creating and maintaining standardised SOPs
• Communicate clearly, listen actively and provide constructive feedback
• Interpret data and identify trends
• Organise workload effectively and manage time well
• Present quality findings confidently to varied audiences
Skills and experience
• Proficient in Microsoft Office
• Experience with CRM systems (beneficial)
• Power BI experience (desirable)
• Process mapping, project coordination or change awareness (desirable)
Salary description
£22000.00 - £22000.00 per year