Job Description
Job Title: Senior Quality Assurance Associate (Contact Centre)
Location: Manchester
Salary: Up to £30,000 per annum
Contract Type: Full-Time, Permanent
Reports To: Head of Quality & Compliance
About the Role:
We are looking for a driven and detail-oriented Senior Quality Associate / Quality Assurance Manager to lead and enhance the quality assurance function within our dynamic contact centre. This is a critical role focused on monitoring performance, improving service delivery, and ensuring compliance with internal standards and regulatory requirements.
You will act as the key advocate for quality across all contact centre channels—voice, email, live chat, and social media—ensuring that customer interactions consistently meet or exceed expected standards.
Key Responsibilities:
* Design, implement, and manage the quality assurance framework for the contact centre.
* Monitor and evaluate customer interactions across all communication channels.
* Provide detailed quality assessments and performance insights to support agent development.
* Develop and maintain QA scorecards, calibration sessions, and feedback loops with team leaders.
* Deliver regular reports and analysis on quality trends and root causes.
* Identify training needs and collaborate with the L&D team to implement targeted coaching plans.
* Support compliance with regulatory and industry standards (e.g., FCA, GDPR).
* Lead initiatives to improve the customer experience and first-contact resolution.
* Act as the QA subject matter expert and champion a culture of continuous improvement.
Key Requirements:
* Previous experience in a contact centre quality assurance role, ideally at a senior or team leader level.
* Proven understanding of quality monitoring tools, processes, and methodologies.
* Strong analytical skills and ability to interpret performance data.
* Excellent written and verbal communication skills.
* Ability to coach, influence, and engage frontline staff and management.
* Proficient in using QA and CRM systems
Desirable Attributes:
* Passion for customer experience and service excellence.
* Resilient, adaptable, and proactive with a keen eye for detail.
* Comfortable working in a fast-paced, metrics-driven environment.
* Team player with leadership potential.
What We Offer:
* Competitive salary up to £30,000
* 22 days annual leave + bank holidays
* Hybrid or remote working opportunities (depending on location)
* Professional development and training
* A supportive and inclusive team culture
JDRCC
JDR is acting as an Employment Agency in relation to this vacancy.
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