At a Glance
- Tasks: Assess customer interactions and drive quality improvements in public sector services.
- Company: Join Capita, a leading outsourcer transforming public and private sector services.
- Benefits: Enjoy 23 days holiday, volunteering days, and a range of lifestyle benefits.
- Other info: Be part of an inclusive team with endless opportunities for growth.
- Why this job: Make a real impact on customer experiences while developing your career.
- Qualifications: Experience in quality assurance or customer service is essential.
The predicted salary is between 38250 - 46750 £ per year.
Help drive quality and service excellence across essential public sector services
Capita is looking for Quality Assessors to join a growing operation supporting the delivery of high-profile public sector services.
This is an excellent opportunity for individuals with a background in quality assurance, customer service or contact centre operations who are passionate about maintaining high standards and improving customer outcomes.
Working as part of the Quality team, you'll play a vital role in assessing customer interactions, identifying trends and providing valuable insight that supports operational performance, compliance and continuous improvement.
You'll work closely with operational leaders, trainers and quality colleagues to ensure customer interactions consistently meet agreed standards while helping to create a culture of quality and customer excellence.
- What you'll be doing
- Conduct quality assessments across customer interactions, including calls and other customer contact channels.
- Evaluate interactions against agreed quality frameworks, compliance requirements and customer service standards.
- Produce accurate assessment records and quality reports.
- Identify performance trends, risks and areas for improvement.
- Work closely with Team Leaders, Trainers and Operational Managers to support quality improvement initiatives.
- Provide clear, evidence-based feedback to support coaching and development activities.
- Support calibration activities to promote consistency and fairness in quality assessments.
- Contribute to service improvement programmes through insight, reporting and quality analysis.
- Ensure quality records and assessment evidence remain accurate and audit-ready.
- What we’re looking for
Essential
- Previous experience in a Quality Assurance, Quality Analyst, Quality Assessor or similar role within a contact centre, customer service or operational environment.
- Experience assessing customer interactions against quality standards.
- Strong attention to detail and commitment to accuracy.
- Ability to identify trends and provide meaningful feedback to operational teams.
- Good written and verbal communication skills.
- Strong organisational skills and the ability to manage competing priorities.
- Confidence working with performance data, reporting and quality metrics.
- Ability to work independently in a fast-paced operational environment.
Desirable
- Experience within contact centre, outsourced service or public sector environments.
- Knowledge of compliance, regulatory or customer service quality frameworks.
- Experience supporting quality improvement and coaching initiatives.
- Understanding of customer experience and performance management principles.
- About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
Operating across 8 countries, Capita's 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of 2.6bn, Capita's areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions.
We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders
What's in it for you?
- 23 days' holiday
- (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks... and plenty more
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- You’ll get the chance to follow your chosen career path anywhere in Capita.
You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors.
There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.
Our purpose is to create a better outcome for you.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
We want everyone to have the best chance of succeeding as they move through their application and start their career with us.
We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.
Please email reasonableadjustments@capita. com or call 07784 237318 and we’ll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita. com
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Quality Assesor employer: Capita plc
Capita plc is an excellent employer, offering a supportive and dynamic work culture in Woking that empowers employees to make a meaningful impact on candidates' lives as they guide them towards careers in the British Army. With competitive benefits including 23 days' holiday and pension contributions, alongside opportunities for professional growth and development, Capita fosters an environment where teamwork and clear communication are valued, making it an ideal place for those seeking rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assesor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capita plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capita plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Assesor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capita plc:Your cover letter is your chance to shine! Tell us why you want to work at Capita plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capita plc!
How to prepare for a job interview at Capita plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
