Contact Centre Quality Assurance & Training Specialist in Leeds

# Contact Centre Quality Assurance & Training Specialist## Job IntroductionIf you love spotting what good looks like (and turning it into even better), this could be the role for you.**What you’ll do:**As our Quality and Training Expert, you’ll play a big part in raising the bar across our contact centre.You’ll:* Carry out quality assurance checks to identify trends, risks and improvement opportunities* Design and deliver engaging training sessions for new starters and existing colleagues* Provide 1:1 coaching to support performance and confidence* Work closely with Team Managers to embed a strong coaching culture* Keep training materials and guidance up to date and relevant* Support with complex or escalated customer queries when needed* Step in to support leadership activity during busy periods* Get involved in recruitment and onboarding to help shape future talentWe’re looking for someone who brings a mix of quality expertise, coaching ability and customer insight:* Proven experience in quality assurance within a contact centre or customer service environment* Strong understanding of customer experience — ideally across income, housing or repairs* Confident communicator who can break things down clearly and build trust quickly* Experience delivering training or coaching individuals and small groups* Great attention to detail with the ability to spot patterns and trends* Comfortable using systems, Microsoft Office and learning platforms* Able to juggle priorities in a fast-paced environment**Bonus points if you’ve got:*** A coaching, training or quality-related qualification* Experience supporting recruitment or onboardingWe offer an excellent salary of **£32,011.30** per year for a 35-hour week plus 26 days annual leave (rising annually to 31 days) plus Bank Holidays.That’s not all – we offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.We also promote a flexible approach to work with our hub, home, roam approach and have a real focus on your development with a number of internal and external training opportunities!One of our biggest priorities is the wellbeing of our colleagues and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.**The fine print**At YH, we’re actively building a work environment that’s inclusive as well as diverse. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.If you require additional support with your application, please contact us by email at recruitment@yorkshirehousing.co.uk .The closing date for applications will be **17.05.26**– don’t wait to get your application in as the role may close early! We’ll be doing a 2 stage process for this one, so keep an eye on your emails as we might invite you for a 1st stage chat via teams pretty quickly! Face to face interviews expected to take place early June.If you’re applying for this role internally, remember to let your line manager know (it’s the right thing to do!).We’re looking for a **Contact Centre Quality Assurance & Training Specialist** (known internally as a *Quality and Training Expert*) to join our Customer Experience Centre here at Yorkshire Housing. This is a key role where you’ll shape how we coach, train and develop our colleagues — helping us deliver consistently great service to our customers.### Contact Centre Quality Assurance & Training Specialist* **Salary** £32,011.30 per year* **Frequency** Annual* **Job Reference** yorkshousinggroup/TP/80/1050* **Contract Type** Permanent* **Closing Date** 17 May, 2026* **Job Category** Customer Experience Centre* **Business Unit** Customer Channels* **Location** Leeds, West Yorkshire, United Kingdom* **Posted on** 7 May, 2026 #J-18808-Ljbffr