Quality Assurance Analyst

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Role Purpose

The Quality Assurance Analyst is responsible for developing, maintaining, and improving business procedures across Property Management to ensure quality standards, regulatory requirements, and operational controls are consistently achieved. Working in partnership with the Quality Assurance Lead, Subject Matter Experts (SMEs), operational teams, the Risk & Compliance team, and the Integrated Management System (IMS) team, the role uses quality assurance methodologies, Root Cause Analysis (RCA), audits, and performance insight to identify improvement opportunities, strengthen controls, and enhance service delivery. The role supports the delivery of the Quality Assurance Framework and contributes to the organisation's Quality Management System by driving continuous improvement, challenging existing practices, and supporting colleagues to achieve and maintain high standards of quality, compliance, and operational performance across Property Management.

Key Responsibilities

• Manage and maintain the Procedure Hub, ensuring procedures remain accurate, controlled, accessible to end users, and aligned with quality, compliance, risk, and governance requirements.
• Partner with SMEs and stakeholders to develop, review, and continuously improve business procedures using quality assurance measurements, Root Cause Analysis (RCA), audit findings, complaints, customer feedback, and operational insight.
• Lead procedure improvement activities, identifying opportunities to enhance service quality, compliance, operational efficiency, client outcomes, and risk controls.
• Conduct quality assurance reviews and internal audits, where required, to assess adherence to procedures, evaluate the effectiveness of controls, and identify areas for improvement.
• Analyse outcomes from audits, reviews, complaints, and quality assurance activities, providing recommendations and working with stakeholders to support the implementation of improvement actions.
• Facilitate workshops, meetings, training, and stakeholder engagement activities to support procedural improvements and the successful implementation of change.
• Support the embedding of new and revised procedures through effective communication, guidance, coaching, and training.
• Work collaboratively with the Risk & Compliance team, the Quality Assurance Lead, IMS team, and operational stakeholders to ensure procedures support regulatory obligations, quality standards, risk management, and business requirements.
• Support the organisation's Quality Management System, including ISO 9001 requirements, audit readiness activities, and the management of corrective and preventative actions.
• Assist with the investigation of complaints, quality issues, risks, and non-conformances, ensuring lessons learned are translated into procedural improvements and strengthened controls.
• Provide advice and recommendations to stakeholders on procedure effectiveness, quality standards, compliance requirements, risk mitigation, and opportunities to improve operational performance.
• Promote a culture of quality, accountability, continuous improvement, and operational excellence across Property Management.

Knowledge, Skills and Experience

Essential

• Experience in Quality Assurance.
• Strong Root Cause Analysis (RCA), analytical, and problem-solving skills.
• Experience developing, reviewing, and improving business procedures and operational controls.
• Experience using quality assurance measurements, audit outcomes, operational data, or business insight to drive continuous improvement.
• Strong stakeholder engagement and relationship management skills.
• Experience facilitating workshops, meetings, audits, reviews, training sessions, or improvement initiatives.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to influence stakeholders, challenge constructively, and drive positive change.

Desirable

• Knowledge of ISO 9001 Quality Management Systems.
• Internal auditing experience or qualification.
• Knowledge of quality assurance frameworks and continuous improvement methodologies.
• Experience supporting complaint management, corrective actions, and business improvement initiatives.

Key Behaviours

• Client and quality focused.
• Collaborative and consultative in approach.
• Analytical, objective, and evidence driven.
• Proactive and solutions focused.
• Confident in challenging existing practices and influencing positive change.
• Adaptable and resilient, with the ability to manage competing priorities.
• Takes ownership and accountability for delivering high-quality outcomes.
• Committed to continuous improvement and operational excellence.
• Builds effective relationships and works collaboratively with stakeholders at all levels.

Location: On-site - Norfolk, GBR

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements. We're interested in getting to know you and what you bring to the table!