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Quality Assurance Executive

Portsmouth Permanent View Job Description
This role is responsible for ensuring the quality of customer interactions and compliance with regulations across sales, service, and collections processes. Additionally, it will coordinate with relevant teams to review and report on performance and adherence to agreements. The successful candidate will provide regulatory oversight, assess customer interactions, and support continuous improvement in compliance and quality standards.
  • Starting Immediately
  • Opportunity to join a growing business

About Our Client

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.
Contact
Ryan Batley
Quote job ref
JN-032025-6692130
Phone number
+44 238 068 2204

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Transport & Distribution
Location
Portsmouth
Contract type
Permanent
Consultant name
Ryan Batley
Consultant phone
+44 238 068 2204
Job reference
JN-032025-6692130