Quality Assurance Executive
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Northampton – Office based
Salary Competitive, depending on experience (Circa £27-32k), plus a performance-related annual bonus.
Monday – Friday, 08:30am – 17:30pm
An established and growing financial organisation is looking for a Quality Assurance Executive to help maintain high standards of customer service and regulatory compliance across its operation.
This role is ideal for someone with a keen eye for detail who enjoys analysing customer interactions, identifying areas for improvement and supporting colleagues to deliver consistently high-quality outcomes. Working alongside operational teams and management, you will play an important part in improving service standards, reducing risk and promoting continuous improvement.
Key Responsibilities:
Carry out quality assessments across a range of customer communications, including telephone calls, emails, online messaging and case management activities.
Review customer interactions against internal procedures, regulatory requirements and service expectations.
Complete quality evaluations and provide constructive, evidence-based feedback to colleagues and team leaders.
Monitor trends, recurring issues and performance gaps, making recommendations to improve processes and customer experience.
Produce regular quality reports, performance summaries and management information.
Support coaching and development initiatives by identifying strengths and areas requiring further improvement.
Assist with investigations into customer complaints, service issues and quality concerns, helping identify root causes and preventative actions.
Maintain accurate audit records and ensure documentation is completed to a high standard.
Contribute to wider business improvement projects and undertake additional duties appropriate to the role.
The Ideal Candidate:
Previous experience in quality assurance, customer service, compliance, operational auditing or a similar analytical role.
A good understanding of quality monitoring processes and service improvement techniques.
Excellent attention to detail with the ability to identify risks, inconsistencies and opportunities for improvement.
Strong analytical and problem-solving skills. xgikmsk
Excellent written and verbal communication skills with the confidence to deliver constructive feedback.
Strong organisational skills with the ability to manage competing priorities...
Quality Assurance Executive in Kingsthorpe employer: ACS Staffing Solutions
ACS Staffing Solutions is an exceptional employer that values its team members by fostering a dynamic and supportive work culture in Northampton. With a focus on employee growth, we offer training opportunities and career advancement within a fast-paced environment, ensuring that our Warehouse Team Leaders are equipped to lead effectively while enjoying the benefits of a collaborative team atmosphere.
