Job Description:

Quality Assurance Executive

Northampton – Office based

Salary Competitive, depending on experience (Circa £27-32k), plus a performance-related annual bonus.

Monday – Friday, 08:30am – 17:30pm

 

An established and growing financial organisation is looking for a Quality Assurance Executive to help maintain high standards of customer service and regulatory compliance across its operation.

This role is ideal for someone with a keen eye for detail who enjoys analysing customer interactions, identifying areas for improvement and supporting colleagues to deliver consistently high-quality outcomes. Working alongside operational teams and management, you will play an important part in improving service standards, reducing risk and promoting continuous improvement.

Key Responsibilities:

• Carry out quality assessments across a range of customer communications, including telephone calls, emails, online messaging and case management activities.
• Review customer interactions against internal procedures, regulatory requirements and service expectations.
• Complete quality evaluations and provide constructive, evidence-based feedback to colleagues and team leaders.
• Monitor trends, recurring issues and performance gaps, making recommendations to improve processes and customer experience.
• Produce regular quality reports, performance summaries and management information.
• Support coaching and development initiatives by identifying strengths and areas requiring further improvement.
• Assist with investigations into customer complaints, service issues and quality concerns, helping identify root causes and preventative actions.
• Maintain accurate audit records and ensure documentation is completed to a high standard.
• Contribute to wider business improvement projects and undertake additional duties appropriate to the role.

 
The Ideal Candidate:

• Previous experience in quality assurance, customer service, compliance, operational auditing or a similar analytical role.
• A good understanding of quality monitoring processes and service improvement techniques.
• Excellent attention to detail with the ability to identify risks, inconsistencies and opportunities for improvement.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills with the confidence to deliver constructive feedback.
• Strong organisational skills with the ability to manage competing priorities and meet deadlines.
• Good working knowledge of Microsoft Office, particularly Excel and Word.
• A degree is highly desirable, although candidates educated to A-Level standard (or equivalent) with relevant experience will also be considered.

Personal Qualities:

• Highly organised and methodical in their approach.
• Calm and composed when working under pressure.
• Self-motivated with a positive, proactive attitude.
• Comfortable managing multiple tasks within a fast-paced environment.
• Commercially aware with a focus on delivering positive customer outcomes.
• Able to work independently while also collaborating effectively with colleagues across the business.

Please note: The successful applicant will be required to complete pre-employment screening, which may include background, credit and criminal record checks where appropriate to the position.