At a Glance
- Tasks: Monitor and enhance quality assurance in a dynamic contact centre.
- Company: Join a leading firm focused on customer service excellence.
- Benefits: Enjoy a competitive salary and opportunities for professional growth.
- Other info: This is a full-time, permanent role with a focus on continuous improvement.
- Why this job: Be a key player in improving customer experiences and driving quality standards.
- Qualifications: Experience in contact centre quality assurance and strong analytical skills required.
The predicted salary is between 24000 - 36000 € per year.
Location: Manchester
Salary: Up to £30,000 per annum
Contract Type: Full-Time, Permanent
Reports To: Quality & Compliance Manager
About the Role:
We are looking for a driven and detail-oriented Senior Quality Associate to support and enhance the quality assurance function within our clients dynamic contact centre. This is a critical role focused on monitoring performance, improving service delivery, and ensuring compliance with internal standards and regulatory requirements. You will act as the key advocate for quality across all contact centre channels—voice, email, live chat, and social media—ensuring that customer interactions consistently meet or exceed expected standards.
Key Responsibilities:
- Design, implement, and manage the quality assurance framework for the contact centre.
- Monitor and evaluate customer interactions across all communication channels.
- Provide detailed quality assessments and performance insights to support agent development.
- Develop and maintain QA scorecards, calibration sessions, and feedback loops with team leaders.
- Deliver regular reports and analysis on quality trends and root causes.
- Identify training needs and collaborate with the L&D team to implement targeted coaching plans.
- Support compliance with regulatory and industry standards (e.g., FCA, GDPR).
- Lead initiatives to improve the customer experience and first-contact resolution.
- Act as the QA subject matter expert and champion a culture of continuous improvement.
Key Requirements:
- Previous experience in a contact centre quality assurance role, ideally at a senior or team leader level.
- Proven understanding of quality monitoring tools, processes, and methodologies.
- Strong analytical skills and ability to interpret performance data.
- Excellent written and verbal communication skills.
- Ability to coach, influence, and engage frontline staff and management.
- Proficient in using QA and CRM systems.
Contact Detail:
JDR - Just Dynamic Recruitment Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Specialist in Manchester
✨Tip Number 1
Familiarise yourself with the latest quality assurance tools and methodologies used in contact centres. Being knowledgeable about these will not only help you stand out but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former Quality Assurance Specialists in contact centres. They can provide valuable insights into the role and may even share tips on what our hiring managers look for in candidates.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved quality assurance processes in previous roles. Highlighting your achievements will show us that you have the experience and skills necessary for this position.
✨Tip Number 4
Stay updated on industry standards and regulations, such as FCA and GDPR. Demonstrating your knowledge of compliance will reassure us that you can effectively support our quality assurance function.
We think you need these skills to ace Quality Assurance Specialist in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in quality assurance, especially within a contact centre environment. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for quality assurance and your understanding of the role. Mention specific examples of how you've improved service delivery or compliance in previous positions.
Highlight Analytical Skills:Since the role requires strong analytical skills, include examples in your application that demonstrate your ability to interpret performance data and provide actionable insights.
Showcase Communication Skills:Emphasise your written and verbal communication skills in your application. Provide examples of how you've effectively communicated feedback or training needs to team members in past roles.
How to prepare for a job interview at JDR - Just Dynamic Recruitment
✨Know the Quality Assurance Framework
Familiarise yourself with quality assurance frameworks relevant to contact centres. Be prepared to discuss how you would design and implement such a framework, as this will demonstrate your understanding of the role's key responsibilities.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data to improve service delivery in previous roles. Highlight specific instances where your analysis led to actionable insights or improvements in performance.
✨Communicate Effectively
Since excellent communication is crucial for this role, practice articulating your thoughts clearly and concisely. Be ready to explain complex concepts in simple terms, especially when discussing quality assessments and feedback.
✨Demonstrate Coaching Experience
Think of examples where you've successfully coached or influenced team members. Discuss your approach to identifying training needs and how you collaborated with others to enhance performance, as this aligns with the job's focus on agent development.
