Quality Assurance Executive

Portman Asset Finance Ltd; Northampton; On-site; GBP 27,000 - 42,000; Full time

Job summary

Portman Finance Group is seeking a detail-oriented Quality Assurance Executive to support high-quality customer service and operational excellence across our financial services business. The role focuses on monitoring customer interactions, ensuring adherence to internal policies, procedures, and service standards.

Working with operational teams and management, you will identify areas for improvement, promote best practices, and contribute to accurate, consistent, and efficient outcomes while

Qualifications

• Degree-educated with a minimum of A-Levels (BBB or above)
• Experience in Quality Assurance, Customer Service, Operations or Audit
• Strong attention to detail and ability to identify risks
• Excellent analytical and problem-solving skills
• Strong written and verbal communication skills
• Ability to provide balanced, constructive feedback
• Good organisational skills with the ability to manage multiple priorities
• Proficiency in Microsoft Office applications, especially Excel and Word

Responsibilities

• Conduct quality reviews of customer interactions (phone, email, web chat, case handling)
• Assess compliance with internal policies and service standards
• Complete quality monitoring assessments and provide constructive feedback
• Identify trends and opportunities to improve service quality and performance
• Produce regular quality assurance reports and scorecards
• Support coaching and development initiatives
• Review customer complaints and root causes for corrective actions
• Maintain accurate records of quality reviews and audit findings
• Perform additional duties aligned with the role as needed

Skills

Attention to detail

Analytical skills

Problem solving

Written communication

Verbal communication

Excel

Word

Organisation

Education

Degree-educated (BBB or above)

Tools

Excel

Word

Job description

Portman Finance Group | Client Relations

Quality Assurance Executive

Northampton, United Kingdom | Posted on 29/07/2026

Weare seeking a detail-oriented and proactive Quality Assurance Executive tosupport the delivery of high-quality customer service and operationalexcellence across our financial services business. The successful candidatewill be responsible for monitoring customer interactions, and ensuringadherence to internal policies, procedures, and service standards.

Workingclosely with operational teams and management, the Quality Assurance Analystwill help identify areas for improvement, promote best practices, andcontribute to positive customer outcomes while maintaining a strong focus onaccuracy, consistency, and efficiency.

Responsibilities

• Conductquality reviews of customer interactions, including telephone calls, emails,web chats, and case handling activities.
  
• Assesscompliance with internal policies, procedures, customer service standards, andbusiness requirements.
  
• Completequality monitoring assessments and provide clear, constructive feedback toindividuals and team leaders.
  
• Identifytrends, recurring issues, and opportunities to improve service quality andoperational performance.
  
• Produceregular quality assurance reports and scorecards.
  
• Supportcoaching and development initiatives by highlighting strengths and areas forimprovement.
  
• Assistin reviewing customer complaints, quality concerns, and service failures toidentify root causes and corrective actions.
  
• Maintainaccurate records of quality reviews and audit findings.
  
• Anyother appropriate job duties in line with the associated skill and experienceof the post holder.
  

Requirements

Skillsand experience required

• Degree-educated is strongly preferred, with a minimum ofA-Levels, or equivalent, essential, at BBB or above;
  
• Previous experience in aQuality Assurance, Customer Service, Operations, or Audit role.
  
• Strong attention to detail andability to identify risks and process inconsistencies.
  
• Excellent analytical andproblem-solving skills.
  
• Strong written and verbalcommunication skills.
  
• Ability to provide balanced andconstructive feedback.
  
• Good organisational skills withthe ability to manage multiple priorities.
  
• Proficiency in Microsoft Officeapplications, particularly Excel and Word.
  

Personal Attributes

• Ability to remain calm underpressure and meetdeadlines;
  
• Strong organisational skillswith a high attention todetail;
  
• Ability to prioritise andhandle multiple tasks at any giventime in a fast-paced environment;
  
• Pro-active and enthusiasticwith a can doattitude;
  
• Good commercialacumen; and
  
• Ability to work on owninitiative as well as being a team player.
  

Company Overview

Portman Finance Group wasestablished in 2007 to provide UK SMEs with access to a range of financeoptions under one roof. We have now arranged over £1billion in funding for over15,000 companies.

Portman secure financefor businesses of all sizes via our own lending and panel of over 40 partners.We offer flexible payment terms, reducing large initial outlays and protectingcash-flow, and are one of the largest privately owned Broker-Lenders in the UK.

Portman work with any type of private sectorbusiness. We have a long and successful history financing a variety of assets,quickly and easily. If you’re looking to lease or purchase further equipment,release equity or simply borrow, Portman can provide your business with thefinance it needs.

Pleasenote that as part of the recruitment process a criminal records check/credithistory check will be carried out by an authorised third party.