Quality Assurance Executive

• Conduct
  quality reviews of customer interactions, including telephone calls, emails,
  web chats, and case handling activities.
  
• Assess
  compliance with internal policies, procedures, customer service standards, and
  business requirements.
  
• Complete
  quality monitoring assessments and provide clear, constructive feedback to
  individuals and team leaders.
  
• Identify
  trends, recurring issues, and opportunities to improve service quality and
  operational performance.
  
• Produce
  regular quality assurance reports and scorecards.
  
• Support
  coaching and development initiatives by highlighting strengths and areas for
  improvement.
  
• Assist
  in reviewing customer complaints, quality concerns, and service failures to
  identify root causes and corrective actions.
  
• Maintain
  accurate records of quality reviews and audit findings.
  
• Any
  other appropriate job duties in line with the associated skill and experience
  of the post holder.
  

Requirements

• Degree -educated is strongly preferred, with a minimum of
  A -Levels, or equivalent, essential, at BBB or above;
  
• Previous experience in a
  Quality Assurance, Customer Service, Operations, or Audit role.
  
• Strong attention to detail and
  ability to identify risks and process inconsistencies.
  
• Excellent analytical and
  problem -solving skills.
  
• Strong written and verbal
  communication skills.
  
• Ability to provide balanced and
  constructive feedback.
  
• Good organisational skills with
  the ability to manage multiple priorities.
  
• Proficiency in Microsoft Office
  applications, particularly Excel and Word.
  

• Ability to remain calm under
  pressure and meet deadlines; 
  
• Strong organisational skills
  with a high attention to detail;
  
• Ability to prioritise and
  handle multiple tasks at any given time in a fast -paced environment; 
  
• Pro -active and enthusiastic
  with a can do attitude; 
  
• Good commercial acumen; and 
  
• Ability to work on own
  initiative as well as being a team player. 
  
  

Benefits