As a Quality Assurance Specialist you will support the Customer Experience Quality Assurance function through the delivery of high‑quality analysis across contact centre and omnichannel customer interactions, including voice, digital, and written communications. Acting as an advocate for quality, consistency and customer‑first behaviours, you will help colleagues deliver excellent experiences by providing clear and objective feedback to Customer Experience Executives and their line managers.
Working closely with training, operations, and management teams, you will identify performance gaps, coaching opportunities, and process improvements that enhance the end‑to‑end customer journey across channels. In partnership with the Head of Customer Experience, you will help embed consistent quality standards and drive continuous improvement across all customer contact points.
- Deliver quality assurance across all customer contact channels, ensuring consistent standards
- Complete accurate and timely quality evaluations in line with agreed volumes, priorities, and scorecards
- Provide clear and actionable feedback to colleagues and team leaders to drive measurable performance improvement
- Analyse quality trends and root causes across channels, escalating recommendations to QA and CX leadership
- Work closely with Training and Operations to support coaching, upskilling, and consistent application of standards
- Champion customer‑focused outcomes, such as First Contact Resolution, reduced effort, and end‑to‑end journey quality
- Support change activity, including system updates, UAT and new channel rollouts
- Participate in QA calibration and framework reviews to maintain consistency in quality outcomes
Requirements
- Experience in a contact centre, omnichannel CX, or QA environment, with exposure to voice and digital customer interactions.
- Strong written and verbal communication skills with the ability to provide clear feedback
- Comfortable analysing quality data and interaction insights to identify trends, risks, and improvement opportunities
- A strong coaching mindset, with a genuine passion for helping others develop and improve performance
- Able to manage competing priorities in a fast‑paced contact centre environment while maintaining accuracy
- Confident presenting quality insights, updates, or changes to individuals or groups when required
- Strong interpersonal skills with the ability to handle quality conversations in an empathetic and professional manner.
- Competent using Microsoft Office tools and experience interpreting performance and quality data
- Familiarity with CRM, telephony, or case management systems (e.g. SF, IFS or similar) is desirable
- A proactive, accountable approach, with a “no job too big” attitude and a willingness to take ownership
Benefits
- 23 Days Holiday + Bank Holidays
- Company Pension Scheme
- Company Sick pay (after qualifying period)
- Cycle to Work Scheme Available
- Employee Reward & Discount Platform
- 24/7 access to Employee Assistance Program through Health Assured
- Access to on-going learning and development via our online learning platforms
- Onsite parking available
- Lie Assurance Scheme
