Quality Assurance Analyst I

Conduent Public Sector UK Limited; Leeds; On-site; GBP 25,000; Full time

Job summary

A leading service provider is seeking a Quality Assurance Analyst in Leeds. The role involves monitoring performance, coaching, and ensuring compliance with quality standards. Ideal candidates will possess strong analytical and communication skills, with a proven track record in performance improvement. The position offers a competitive salary and comprehensive benefits, including generous leave and life assurance.

Benefits

33 days annual leave

Life Assurance

Private Medical Insurance

Excellent Online Learning Platform

Qualifications

• Proven track record in performance improvement and coaching.
• Call centre Quality Assurance Analyst experience (Desired).
• Strong analytical skills to recognise improvement areas.

Responsibilities

• Monitor monthly calls and correspondence against quality standards.
• Provide feedback to enhance performance.
• Maintain up-to-date performance trackers.

Skills

Performance improvement

Customer Service knowledge

Analytical skills

Verbal communication skills

Attention to detail

Job description

Through our dedicated associates, Conduent delivers mission‑critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Quality Assurance Analyst Contract: Full time, Permanent. Hours: 37.5 hours per week, Monday to Friday. Site: Office‑based at Leeds City Office Park, LS11 5BD. Salary: £25,000.

Key Responsibilities

• Monitor monthly calls, correspondence, and admin tasks against our Quality Marking Framework.
• Provide coaching and feedback to individuals to ensure continuous improvement whilst enhancing performance.
• Produce clear and concise documentation regarding performance discussions.
• Maintain up‑to‑date trackers to enable accurate performance analysis.
• Communicate with key stakeholders regarding individual performance.
• Comply with company standards and policies in line with our values.
• Adhere to quality and information security requirements to maintain ISO9001:2015 & ISO27001:2022 certification.

Essential Skills

• A proven track record in performance improvement and coaching.
• Knowledge of the Customer Service sector – NPS, CSAT.
• Excellent listening skills and attention to detail – auditing and completing documentation.
• Strong analytical skills and an ability to recognise improvement areas.
• Ability to manage your own workload, work independently and contribute towards a great team spirit as part of a high‑functioning team.
• Engage with colleagues at all levels.
• A resilient and tenacious attitude with a flexible approach to support business needs.
• Call centre Quality Assurance Analyst experience (Desired).
• Excellent verbal, writing & communication skills.

What We Offer You

• 33 days annual leave (inclusive of bank holidays)
• Life Assurance x 4 annual salary
• Private Dental Plan
• Private Medical Insurance (Aviva)
• Income Protection Scheme
• EAP including local discount
• Excellent Online Learning Platform
• Cinema Society Discounts
• Apprenticeships
• Free Eye Tests
• Mentoring Programs

Travel & parking information: We are based a short 10‑15‑minute walk from Leeds railway station. Parking availability onsite is not guaranteed.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.