Quality Assurance Associate (Call Centre)

Quality Assurance Associate (Call Centre)

This is an exciting opportunity to join an award-winning Company as a Quality Assurance Associate. Conduent are a Global Business Processing Outsource company. The contract in Leeds supports a busy transportation client and involves managing calls, image review, and correspondence.

• Contract: Full time, Permanent

• Hours: 37.5 hours per week, Monday to Friday.

• Site: Office-based at Leeds City Office Park, LS11 5BD

• Salary: £26,250  

As a Quality Assurance Associate, you will be required to review customer interactions and evaluate performance against our Quality Marking Framework. This role is crucial in ensuring contractual compliance is delivered by our operational teams across the contact centre. The ideal candidate will have experience within a call centre environment with exceptional attention to detail. 

Key Responsibilities: 

• Monitor calls to ensure that customer conversations meet the standards set by the client and mark these against our Quality Marking Framework.  Provide constructive feedback to operational colleagues to promote improvement. 

• Monitor email correspondence and service request interactions to ensure that all elements of the request are responded to. Review the content against our Quality Marking Framework and provide feedback on grammar, spelling and construction of the replies. 

• Monitor manual reviews conducted by operational colleagues on automated processing to ensure accurate details are captured.  Feedback findings timely and accurately to support corrections and improvements to be made. 

• Maintain task trackers to enable fair distribution of checks carried out across the Quality Team.  

• Attend and contribute to meetings, calibration sessions and reviews held with various team members and departments representing the quality team and promoting best practice across the business. 

• Comply with company standards and policies in line with our values including adherence to quality and information security requirements to maintain our ISO9001:2015 & ISO27001:2022 certification.

Essential skills: 

• Excellent listening skills, understanding of complex queries, and attention to detail. 

• Ability to produce unbiased constructive feedback to support operational areas with improvement opportunities and coaching content. 

• Ability to follow instructions, working either independently or with other members of the quality team to deliver results. 

• Engage with colleagues at all levels. 

• Excellent verbal, writing & communication skills. 

• Call centre quality experience (Desired) 

What we offer you: 

• 33 days annual leave (inclusive of bank holidays) 

• Life Assurance Scheme

• Private Dental Scheme

• Excellent Online Learning Platform

• Free Eye Tests

• Mentoring Programs 

Travel & parking information: 

• We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.