Quality Assurance Executive

Osborne Appointments; Northampton; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Annual bonus

Job summary

Osborne Appointments is looking for a detail-oriented Quality Assurance Executive in Northampton. You will monitor customer interactions across calls, emails, and chats, ensuring compliance with internal standards and identifying improvement opportunities.

You will provide constructive feedback and help drive performance across operations. The role emphasizes analysis, meticulous record-keeping, and collaboration with teams to sustain high customer service levels.

Qualifications

• Previous experience in Quality Assurance, Customer Service, Operations or Audit.
• A degree is preferred, with a minimum of A-Levels BBB or equivalent.
• Excellent analytical and problem-solving skills.
• Strong attention to detail with the ability to identify risks and process improvements.
• Excellent written and verbal communication skills.
• Confident providing constructive and balanced feedback.
• Strong organisational and time management skills.
• Good Microsoft Office skills, particularly Excel and Word.

Responsibilities

• Conduct quality reviews of customer interactions, including telephone calls, emails, web chats, and case handling activities.
• Assess compliance with internal policies, procedures, customer service standards, and business requirements.
• Complete quality monitoring assessments and provide clear, constructive feedback to individuals and team leaders.
• Identify trends, recurring issues, and opportunities to improve service quality and operational performance.
• Produce regular quality assurance reports and scorecards.
• Support coaching and development initiatives by identifying strengths and areas for improvement.
• Assist with reviewing customer complaints, quality concerns, and service failures to identify root causes and corrective actions.
• Maintain accurate records of quality reviews, audits, and findings.
• Support continuous improvement initiatives across the business.
• Carry out additional quality and operational duties as required.

Skills

Quality Assurance

Customer Service

Audit

Analytical

Attention to detail

Communication

Time management

Microsoft Excel

Microsoft Word

Education

A-Levels BBB or equivalent

Tools

Microsoft Excel

Microsoft Word

Job description

Role: Quality Assurance Executive

Location: Northampton

Hours: Full-time, Office based Monday to Friday

Salary: £26,000 - £28,000, + annual bonus (typically 5% - 15% of basic salary)

An exciting opportunity has arisen for a detail-oriented and analytical Quality Assurance Executive to join a well-established and growing financial services business based in Northampton.

Working closely with operational teams and management, you will play a key role in ensuring excellent customer service standards and operational compliance across the business. You will be responsible for monitoring customer interactions, identifying areas for improvement, and providing valuable feedback to support continuous development and outstanding customer outcomes.

This is an excellent opportunity for someone with previous quality assurance, customer service, operations or audit experience looking to develop their career within a supportive and expanding organisation.

Duties of a Quality Assurance Executive:

• Conduct quality reviews of customer interactions, including telephone calls, emails, web chats, and case handling activities.
• Assess compliance with internal policies, procedures, customer service standards, and business requirements.
• Complete quality monitoring assessments and provide clear, constructive feedback to individuals and team leaders.
• Identify trends, recurring issues, and opportunities to improve service quality and operational performance.
• Produce regular quality assurance reports and scorecards.
• Support coaching and development initiatives by identifying strengths and areas for improvement.
• Assist with reviewing customer complaints, quality concerns, and service failures to identify root causes and corrective actions.
• Maintain accurate records of quality reviews, audits, and findings.
• Support continuous improvement initiatives across the business.
• Carry out additional quality and operational duties as required.

What we would like from you:

• Previous experience in a Quality Assurance, Customer Service, Operations, Audit, or similar role.
• A degree is preferred, with a minimum of A-Levels (or equivalent) at BBB or above.
• Excellent analytical and problem-solving skills.
• Strong attention to detail with the ability to identify risks and process improvements.
• Excellent written and verbal communication skills.
• Confident providing constructive and balanced feedback.
• Strong organisational and time management skills.
• Good Microsoft Office skills, particularly Excel and Word.

Personal Attributes:

• Highly organised and methodical.
• Excellent attention to detail.
• Calm under pressure and able to meet deadlines.
• Proactive, enthusiastic, and self-motivated.
• Strong commercial awareness.
• Able to prioritise and manage multiple tasks effectively.
• Professional with excellent interpersonal skills.
• A collaborative team player who can also work independently.

BEDFORDPERM