A great opportunity has arisen for a Quality Administrator to join a forward-thinking organisation committed to high standards, consistency, and continuous improvement. Working in a small, supportive team, you will help drive quality through audits, analysis, reporting and collaboration across departments. 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 &bul...