Quality Assurance Analyst - Customer Interactions (Remote)

Capita; United Kingdom; Remote; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Holiday allowance

Volunteer day

Company pension

Life insurance

Cycle to work

Parental leave

Discounts & benefits

Employee networks

Job summary

Capita is seeking a Quality Assessor to join the Quality team, contributing to standard-setting and customer excellence across public sector services. You will assess customer interactions, produce reports, and provide feedback to support coaching and performance improvements.

Ideal candidates have QA or contact centre experience, strong attention to detail, and the ability to work independently in a fast-paced environment. This is a home-based UK role with a focus on quality and compliance.

Qualifications

• Previous experience in a Quality Assurance role within a contact centre or similar environment.
• Experience assessing customer interactions against quality standards.
• Strong attention to detail and accuracy.
• Ability to identify trends and provide feedback to operational teams.
• Good written and verbal communication skills.
• Strong organisational skills and ability to manage priorities.
• Confidence working with performance data, reporting and quality metrics.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Conduct quality assessments across customer interactions, including calls and other channels.
• Evaluate interactions against quality frameworks, compliance requirements and standards.
• Produce accurate assessment records and quality reports.
• Identify performance trends, risks and areas for improvement.
• Work with Team Leaders, Trainers and Operational Managers to support quality improvement.
• Provide clear, evidence-based feedback to support coaching and development.
• Support calibration activities to promote consistency and fairness in assessments.
• Contribute to service improvement programmes through insight and analysis.
• Ensure quality records and evidence remain audit-ready.

Skills

Quality Assurance

Quality Analyst

Quality Assessor

Customer service

Performance data analysis

Attention to detail

Communication skills

Job description

Capita is seeking a Quality Assessor to join the Quality team, contributing to standard-setting and customer excellence across public sector services. You will assess customer interactions, produce reports, and provide feedback to support coaching and performance improvements.

Ideal candidates have QA or contact centre experience, strong attention to detail, and the ability to work independently in a fast-paced environment. This is a home-based UK role with a focus on quality and compliance.