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The company is a leading provider in its sector based in Portsmouth, working closely with key partners to deliver high-quality services. Committed to compliance and operational excellence, the organisation ensures its offerings align with industry regulations and customer expectations while fostering a culture of continuous improvement.
Job Description
The Key responsibilities for the Quality Assurance Executive role are:
* Assess the quality of customer interactions, ensuring compliance with regulations and company policies.
* Review recorded customer calls and emails to evaluate adherence to scripts, data protection (GDPR), and internal quality standards.
* Document evaluation findings, identifying compliance breaches and areas for improvement.
* Provide constructive feedback to customer-facing teams to enhance compliance and service quality.
* Ensure regulatory requirements are understood and implemented across customer interactions.
* Contribute to compliance reports summarising trends and significant issues.
* Participate in calibration sessions to maintain consistency in compliance standards.
* Support the investigation of complaints to mitigate recurrence.
* Stay updated on compliance regulations, policies, and best practices through continuous learning.
* Collaborate with relevant teams to monitor and report on network performance.
The Successful Applicant
The successful candidate for the Quality Assurance Executive is someone with the following:
* Experience in a customer service or contact centre environment.
* Previous quality assurance experience, preferably in a regulated industry.
* Strong analytically and problem-solving skills with high attention to detail.
* Proficiency in call recording and quality monitoring systems.
* Excellent communication skills with the ability to provide constructive feedback.
* Ability to work independently while contributing to a team environment.
* Proactive and solution-oriented approach to challenges.
What's on Offer
The candidate for the Quality Assurance Executive role will receive:
* Hybrid working (days in the office and 2 days at home) but you may be required to work 5 days in office on occasions.
* Comprehensive training on quality assurance and compliance requirements.
* Regular feedback and coaching to support professional development.
* Opportunities for role-specific training and career progression.
* A collaborative and supportive work environment.
* Competitive salary and benefits package.
* Personal development plans and one-on-one coaching.
* Exposure to different areas of the business, providing a platform for career growth.
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