Quality Specialist (Contact Centre)

About the Role

An exciting opportunity has arisen for an experienced Quality Analyst to join our client in Leicestershire.

Job Responsibilities:

Support the Senior Manager with all aspects of Quality duties, to include:

  • Ensure timely completion of all allocated call evaluations and QA tasks within agreed limits
  • Assess agent adherence to the QA procedures and service standards, compliance with regulatory requirements, technical accuracy, and soft skills
  • Deliver coaching and feedback to the agents to achieve KPI’s and SLA’s
  • Document processes and procedures and proactively identify improvements to these, actively promoting Continuous Improvement
  • Deliver coaching and feedback to assessors and conduct weekly/fortnightly/monthly internal calibration sessions in line with BEST QA
  • Ensure timely completion of all allocated call evaluations within agreed limits
  • To work closely with other teams and departments to ensure consistency and best practice
  • Assist with answering appeals that come through to QA department, feedback common themes to Team Leaders to reduce disputes / appeals being raised
  • To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times
  • Assist the delivery of monthly controls checks and support the maintenance of process maps and user guides
  • Take part in root cause projects to identify trends and reduce error & complaint volumes
  • Demonstrate the company’s values and appropriate behaviours


  • Proven exposure in a Quality Assurance environment
  • Experience of working in a contact centre environment
  • Experience of meeting targets and KPIs within a regulated environment
  • Experience of analysing data to produce internal & external reporting on a weekly / monthly / quarterly basis
  • Experience of adherence to BEST QA principles and methodologies
  • Experience of moderation activity

Please contact Matt Affron 01905 330 794 

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