Quality Assurance Assistant
On-siteDerby, England, United Kingdom
Job Summary
Conduct regular reviews of customer calls, interactions, case files, and correspondence against QA standards, client requirements, and operational procedures. Assess communication quality, professionalism, accuracy, and process adherence while identifying trends, coaching opportunities, and significant quality issues requiring escalation. Maintain accurate records of findings and support the production of QA reporting, dashboards, and thematic summaries for the Operational Controls Manager. Analyze complaints and escalations to identify root causes and process weaknesses, ensuring consistent scoring through regular calibration and validation of automated monitoring outputs. Contribute suggestions for improving QA processes and support a culture of accountability and continuous improvement across Debt Services and FSR Litigation.
Required Qualifications
- Experience undertaking QA reviews, file audits, call monitoring or compliance monitoring activity
- Strong attention to detail and ability to assess information objectively
- Excellent written and verbal communication skills, including evidence-based feedback
- Analytical capability with the ability to identify trends, risks and improvement opportunities
- Good organisational skills and ability to manage competing priorities
- Good Microsoft Office skills, particularly Excel
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