Quality Assurance & Compliance Lead — 4-Day Week, Impact

RecruitmentiQ; Glasgow; On-site; GBP 34,000 - 36,000; Full time

Benefits offered by this job

Salary of £35,000 per annum

31.25 hours over a 4 day working week

30.5 days annual leave (38 days pro, r

8% employer pension contribution

Life Insurance

Cycle to Work Scheme

Employee Assistance Programme and Well

Fresh fruit and snacks daily

Company events

Company sick pay

Reward and recognition programmes

Job summary

RECRUITMENTiQ, in partnership with a leading Scottish charity, is recruiting a Quality Assurance & Compliance Lead in Glasgow, operating a 4-day working week. You will strengthen quality standards, regulatory compliance and customer outcomes across teams using AI-powered monitoring tools.

You’ll review interactions, identify risks, coach colleagues, and drive continuous improvement to deliver exceptional customer experiences while upholding regulatory adherence.

Qualifications

• Detail oriented quality professional with significant experience in Quality Assurance, Compliance Monitoring or Contact Centre Quality environments.

Responsibilities

• Review customer interactions across multiple channels using AI-powered quality monitoring and performance insights to assess service quality, identify compliance risks and ensure vulnerable customers are recognised and supported appropriately.
• Provide coaching recommendations, identify development opportunities and help improve both individual and team performance.
• Using quality and compliance data, analyse trends, identify root causes and produce meaningful insights that support decision-making and continuous improvement.
• Work collaboratively with Compliance, Operations and Learning & Development teams to strengthen quality frameworks, enhance customer outcomes and drive best practice across the organisation.
• Champion a culture of quality, accountability and continuous improvement, helping ensure we deliver excellent customer experiences while meeting regulatory and operational commitments.

Skills

Analytical

Proactive

Stakeholder management

Data analysis

Quality assurance

Compliance monitoring

Customer outcomes

Tools

AI-powered quality monitoring tools

Job description

RECRUITMENTiQ, in partnership with a leading Scottish charity, is recruiting a Quality Assurance & Compliance Lead in Glasgow, operating a 4-day working week. You will strengthen quality standards, regulatory compliance and customer outcomes across teams using AI-powered monitoring tools.

You’ll review interactions, identify risks, coach colleagues, and drive continuous improvement to deliver exceptional customer experiences while upholding regulatory adherence.