Quality Assurance Specialist

Lloyd Recruitment; England; On-site; GBP 25,000 - 45,000; Full time

Job description

Quality Assurance Specialist

Do you have a passion for maintaining high-quality customer interactions and ensuring compliance in a dynamic business setting?

We’re looking for a Quality Assurance Specialist to enhance customer experiences and ensure compliance with regulations and company policies across sales, service, and collections processes.

Benefits:

• Competitive Salary
• Pension Scheme
• Discretionary Bonus
• Life Assurance
• Annual Salary Reviews
• Discounts on Various Retailers
• Further Education Funding
• And more!

As a Quality Assurance Specialist, you will:

• Monitor customer interactions, including recorded calls and emails, to ensure quality and compliance.
• Assess adherence to regulatory scripts, data protection (GDPR) and internal quality standards.
• Provide constructive feedback to agents and team leaders for continuous improvement.
• Contribute to compliance reports, identifying trends and key issues.
• Participate in training and calibration sessions to maintain consistent quality standards.
• Support complaint investigations to enhance customer experience and prevent recurrence.
• Stay updated on compliance regulations, company policies and industry best practices.
• Collaborate with teams across the business to drive process improvements.

How You’ll Be Supported:

• Comprehensive induction and training on quality assurance procedures.
• Ongoing feedback, coaching and development opportunities.
• Supportive and collaborative team environment.
• Regular performance reviews and personal development plans.

What We’re Looking For:

• Experience in a customer service or contact centre environment.
• Previous experience in quality assurance is desirable.
• Excellent analytical and communication skills.
• Strong attention to detail and ability to identify compliance gaps.
• Proficiency in using call recording and quality monitoring software.
• A proactive and solution-focused approach to problem-solving.
• Strong interpersonal skills with the ability to provide constructive feedback.

If you’re looking for a role where you can make a real impact, this could be the role for you…