At a Glance
- Tasks: Lead and manage the Quality Assurance process to ensure high standards.
- Company: Join PDSA, a century-old charity dedicated to helping pets and their owners.
- Benefits: Flexible working, 25 days holiday, and a supportive team culture.
- Other info: Collaborative environment with opportunities for personal growth and impact.
- Why this job: Make a real difference for pets and their owners while developing your skills.
- Qualifications: Experience in Quality Assurance and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
Make a difference every day with PDSA.
Join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship. We are now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we will build a stronger organisation to ensure our services help those who need us most for the next hundred years. If you are ready to make a real difference and be part of a team that is creating positive change, we want you to join us. Let’s build a brighter future for pets and their owners, together.
About the role:
- Working under the supervision of the Operations Manager, you will lead and manage the full administration of our Quality Assurance (QA) assessment process.
- You’ll ensure customer interactions across all contact channels, phone, email, social media and web-chat are evaluated in line with regulatory standards, performance measures and our QA framework.
- Manage and administer the full QA monitoring process for the NCSC.
- Assess customer communications, including fundraising and retail complaints.
- Produce timely, accurate QA reports for Team Leaders and Managers.
- Identify high-risk areas and provide trend analysis and improvement recommendations.
- Maintain and develop the QA programme within the contact centre system.
- Review and update QA processes in partnership with key stakeholders.
- Support operational administration and research activity within the NCSC.
- Ensure compliance with PDSA policies and procedures.
About you:
You are a detail-oriented and analytical professional who is passionate about quality and continuous improvement. You thrive in a structured environment, enjoy working with data and processes, and take pride in ensuring high standards are consistently met. Confident working both independently and collaboratively, you are motivated by making a positive impact on service performance and compliance.
You’ll bring:
- Previous Quality Assurance experience within a contact centre environment.
- Experience producing QA reports and analysing performance data.
- Strong attention to detail and a high level of accuracy.
- Confident IT skills, including Microsoft Office.
- Excellent communication and interpersonal skills.
- The ability to work independently and use initiative.
- A discreet and professional approach to confidential matters.
- Knowledge of QA systems design would be advantageous but is not essential.
Rewards, support and benefits:
We are really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them. As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including flexible working options to support your work-life balance and individual circumstances.
Quality Assurance Administrator in England employer: PDSA
At PDSA, we pride ourselves on being an exceptional employer dedicated to making a meaningful impact in the lives of pets and their owners. Our supportive and collaborative work culture fosters individual growth and innovation, allowing you to thrive while contributing to our mission of providing vital veterinary care. With flexible working options, generous holiday allowances, and a commitment to employee well-being, joining PDSA means becoming part of a passionate team that is shaping a brighter future for those in need.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Administrator in England
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching PDSA and understanding their mission. Show them you’re not just another candidate; you’re passionate about making a difference for pets and their owners.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to quality assurance. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the PDSA team.
We think you need these skills to ace Quality Assurance Administrator in England
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in Quality Assurance. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Show Your Passion:Let your enthusiasm for making a difference shine through in your application. We’re looking for individuals who are genuinely excited about supporting pets and their owners, so share why this mission resonates with you.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out and are easy to read. Avoid jargon unless it’s relevant to the role!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure we receive your details and can consider you for the role. Plus, it’s super easy!
How to prepare for a job interview at PDSA
✨Know Your QA Stuff
Make sure you brush up on your Quality Assurance knowledge before the interview. Understand the key processes and standards that PDSA follows, and be ready to discuss how your previous experience aligns with their QA framework.
✨Show Your Passion for Pets
PDSA is all about making a difference for pets and their owners. Share your personal connection to this mission during the interview. Whether it's a story about a pet you've helped or your commitment to animal welfare, let your passion shine through!
✨Prepare for Data Discussions
Since the role involves analysing performance data and producing QA reports, be prepared to talk about your experience with data analysis. Bring examples of how you've used data to identify trends and improve processes in your previous roles.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the QA processes at PDSA, how they measure success, or what challenges the team currently faces. This shows your interest in the role and helps you understand if it’s the right fit for you.
