Quality Assurance Executive in Northampton

We are seeking a detail-oriented and proactive Quality Assurance Executive to support the delivery of high-quality customer service and operational excellence across our financial services business. The successful candidate will be responsible for monitoring customer interactions, and ensuring adherence to internal policies, procedures, and service standards.

Working closely with operational teams and management, the Quality Assurance Analyst will help identify areas for improvement, promote best practices, and contribute to positive customer outcomes while maintaining a strong focus on accuracy, consistency, and efficiency.

Responsibilities

• Conduct quality reviews of customer interactions, including telephone calls, emails, web chats, and case handling activities.
• Assess compliance with internal policies, procedures, customer service standards, and business requirements.
• Complete quality monitoring assessments and provide clear, constructive feedback to individuals and team leaders.
• Identify trends, recurring issues, and opportunities to improve service quality and operational performance.
• Produce regular quality assurance reports and scorecards.
• Support coaching and development initiatives by highlighting strengths and areas for improvement.
• Assist in reviewing customer complaints, quality concerns, and service failures to identify root causes and corrective actions.
• Maintain accurate records of quality reviews and audit findings.
• Any other appropriate job duties in line with the associated skill and experience of the post holder.

Requirements

Skills and experience required

• Degree-educated is strongly preferred, with a minimum of A-Levels, or equivalent, essential, at BBB or above.
• Previous experience in a Quality Assurance, Customer Service, Operations, or Audit role.
• Strong attention to detail and ability to identify risks and process inconsistencies.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to provide balanced and constructive feedback.
• Good organisational skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Office applications, particularly Excel and Word.

Personal Attributes

• Ability to remain calm under pressure and meet deadlines.
• Strong organisational skills with a high attention to detail.
• Ability to prioritise and handle multiple tasks at any given time in a fast-paced environment.
• Pro-active and enthusiastic with a can-do attitude.
• Good commercial acumen.
• Ability to work on own initiative as well as being a team player.

Benefits

Company Overview: Portman Finance Group was established in 2007 to provide UK SMEs with access to a range of finance options under one roof. We have now arranged over £1 billion in funding for over 15,000 companies. Portman secures finance for businesses of all sizes via our own lending and panel of over 40 partners. We offer flexible payment terms, reducing large initial outlays and protecting cash-flow, and are one of the largest privately owned Broker-Lenders in the UK. Portman works with any type of private sector business. We have a long and successful history financing a variety of assets, quickly and easily. If you’re looking to lease or purchase further equipment, release equity or simply borrow, Portman can provide your business with the finance it needs.

Please note that as part of the recruitment process a criminal records check/credit history check will be carried out by an authorised third party.