Call Quality Coordinator / Business Improvement Administrator
Part-Time 30 hours per week 4 days
Salary £26,000 pro rata
3 days in the office 1 day WFH after probation
5% Pension | 23 Days Holiday (pro rata)
We are looking for a detail-focused and proactive Business Improvement Administrator to join a Business Improvement team for a growing business in Halifax.
This is an excellent opportunity for someone who enjoys analysing information, improving processes and working collaboratively across departments. You will play a key role in supporting quality assurance activity and driving continuous improvement across the organisation.
The Role
Working closely with the Business Improvement Manager, you will conduct quality audits, analyse findings and support teams to implement meaningful improvements. Your work will directly contribute to raising service standards, improving operational efficiency and strengthening overall performance.
Key Responsibilities
Quality Assurance & Reporting
- Conduct audits across call quality, CRM data and client meetings
- Analyse findings and present clear, actionable insights
- Share feedback with managers and support corrective actions
- Track actions through to completion and maintain accurate QA records
- Support the creation of dashboards and performance reports
Process Improvement
- Contribute to the development and refinement of QA processes
- Expand QA coverage across departments
- Support training and staff development linked to QA outcomes
- Identify opportunities to enhance quality standards and reduce failure rates
Collaboration & Projects
- Act as a point of contact for QA-related queries
- Build strong working relationships across teams
- Provide administrative support to business improvement projects
- Track milestones and flag delays where necessary
Compliance & Documentation
- Ensure QA activities align with internal policies and regulations
- Support audit readiness and compliance reviews
- Maintain clear, up-to-date QA procedures
About You
- Analytical mindset with excellent attention to detail
- Confident presenting findings to different audiences
- Proficient in Microsoft Office, particularly Excel
- Experience with CRM systems beneficial
- Experience in Quality checking calls, administration or Learning and Development