Quality Assurance Officer

Made Employment Ltd; Romford; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading debt resolution business is seeking a Quality Assurance Officer to maintain service excellence and compliance. You will monitor KPIs, conduct reviews, and ensure teams meet standards while providing necessary feedback. Candidates must have a background in quality assurance and a clean record as DBS and credit checks are required. This role promises growth in a supportive, fun environment.

Benefits

Ongoing support and training

3% pension

33 days annual leave

Christmas shutdown

Life insurance

Career progression

Qualifications

• Experience in quality assurance or compliance-related functions.
• Strong analytical abilities to assess compliance and QA metrics.
• Capable of providing constructive feedback and support.

Responsibilities

• Ensure internal teams meet contractual standards.
• Complete reviews of field visits and call recordings.
• Provide feedback and identify training needs.

Skills

Knowledge of compliance standards

Analytical skills

Communication skills

Job description

Do you have a background working within compliance or quality assurance? Do you enjoy ensuring that audits are pristine? If so, then this is the job for you?

Our client, a leading debt resolution business, are looking for a quality assurance officer to join their team!

Benefits

• Ongoingsupportandtraining
• 3%pension
• 33daysannualleave(includingbankholidays)
• ChristmasShutdown
• LifeInsurance
• Careerprogression
• This head office environment is fun, friendly and very supportive!

Within this role you will be ensuring that both their internal and field teams are consistently meeting contractual standards. Reporting to the Compliance Manager, this role plays a critical part in maintaining service excellence and regulatory compliance across all contact operations.

Responsibilities

• Achieve individual and team KPIs, actively engage in monthly 1-2-1 meetings, and seek continuous development opportunities.
• Complete weekly/monthly reviews of Field Visits and Telephony Call recordings in line with client and internal targets.
• Provide feedback and identify training needs for Customer Contact, Call Centre, Field Agents, and Area Managers based on call listening outcomes.
• Analyse QA feedback to identify trends and report findings to the Compliance Manager.
• Ensure fair and consistent treatment of client customers across all interactions.
• Escalate urgent matters appropriately and communicate findings constructively across the business.
• Maintain QA scorecards in accordance with client requirements.
• Respond to and resolve customer complaints, liaising with relevant departments and following company policies.
• Assist with processing Data Subject Access Requests as required.
• Perform administrative duties including file creation and project file maintenance.
• Support the Field Operations Team with call listening for Field Agents when required.
• Adhere to all company procedures and policies, including GDPR, and complete associated documentation.
• Participate in training courses to enhance performance and adapt to evolving business needs.
• Proactively identify areas for improvement across the business.
• Engage with all departments to build and maintain effective working relationships.
• Carry out ad-hoc tasks as requested by management or team leaders

You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check