Quality Assurance Executive

Quality Assurance Executive

Northampton – Office based

Salary Competitive, depending on experience (Circa £27-32k), plus a performance-related annual bonus.

Monday – Friday, 08:30am – 17:30pm

An established and growing financial organisation is looking for a Quality Assurance Executive to help maintain high standards of customer service and regulatory compliance across its operation.

This role is ideal for someone with a keen eye for detail who enjoys analysing customer interactions, identifying areas for improvement and supporting colleagues to deliver consistently high-quality outcomes. Working alongside operational teams and management, you will play an important part in improving service standards, reducing risk and promoting continuous improvement.

Key Responsibilities:

Carry out quality assessments across a range of customer communications, including telephone calls, emails, online messaging and case management activities.
Review customer interactions against internal procedures, regulatory requirements and service expectations.
Complete quality evaluations and provide constructive, evidence-based feedback to colleagues and team leaders.
Monitor trends, recurring issues and performance gaps, making recommendations to improve processes and customer experience.
Produce regular quality reports, performance summaries and management information.
Support coaching and development initiatives by identifying strengths and areas requiring further improvement.
Assist with investigations into customer complaints, service issues and quality concerns, helping identify root causes and preventative actions.
Maintain accurate audit records and ensure documentation is completed to a high standard.
Contribute to wider business improvement projects and undertake additional duties appropriate to the role. 
The Ideal Candidate:

Previous experience in quality assurance, customer service, compliance, operational auditing or a similar analytical role.
A good understanding of quality monitoring processes and service improvement techniques.
Excellent attention to detail with the ability to identify risks, inconsistencies and opportunities for improvement.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills with the confidence to deliver constructive feedback.
Strong organisational skills with the ability to manage competing priorities and meet deadlines.
Good working knowledge of Microsoft Office, particularly Excel and Word.
A degree is highly desirable, although candidates educated to A-Level standard (or equivalent) with relevant experience will also be considered.Personal Qualities:

Highly organised and methodical in their approach.
Calm and composed when working under pressure.
Self-motivated with a positive, proactive attitude.
Comfortable managing multiple tasks within a fast-paced environment.
Commercially aware with a focus on delivering positive customer outcomes.
Able to work independently while also collaborating effectively with colleagues across the business.
Please note: The successful applicant will be required to complete pre-employment screening, which may include background, credit and criminal record checks where appropriate to the position