Quality Assurance & Service Delivery Integrity Analyst

Smart PA; City of Edinburgh; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading administrative support company in Edinburgh is seeking a Quality Assurance & Service Delivery Integrity Analyst. You will ensure high standards in service delivery while working closely with a key client. Responsibilities include conducting reviews, assessing brand adherence, and documenting quality defects. The ideal candidate has experience in quality assurance and strong attention to detail. This role offers a competitive salary and the opportunity to work in a hybrid environment.

Benefits

Competitive Salaries

Yearly Bonuses

Department Incentives

33 Days Holiday

Growth Opportunities

Qualifications

• Proven experience in a Quality Assurance or compliance role in a service-oriented environment.
• Experience writing clear and comprehensive review reports.
• Knowledge of the impact of quality matters on brand reputation.

Responsibilities

• Develop and execute comprehensive review plans.
• Assess adherence to brand standards and legal compliance.
• Document and analyze quality defects and process failures.
• Establish QA standards and procedures.

Skills

Attention to detail

Systematic thinking

Communication

Job description

Quality Assurance & Service Delivery Integrity Analyst

Permanent employee, Full-time · UK and Edinburgh Head Office

£30,000 - £40,000 per year

Job Description

Who We Are

At SmartPA, we don’t just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at SmartPA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world.
If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!

Key Responsibilities and Skills

What You’ll Do

The Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic, client‑facing department, you’ll be the heartbeat of our business – delivering high‑impact, tailored support to a key client account daily. In the role of Quality Assurance & Service Delivery Integrity Analyst, you’ll ensure our processes and outputs meet the highest standards. You’ll work closely with teams to review performance, identify improvements, and support consistent, reliable delivery across the business. This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand, whilst working very closely with a global tech giant. This role is crucial for risk reduction and ensuring the highest level of quality, consistency, and brand compliance across our team's deliverables and service operations.

• Develop and Execute Review Plans: Design and carry out comprehensive review plans and checklists to audit finished service delivery work, marketing content, and internal process changes against established standards and compliance guidelines.
• Assess Brand and Standard Adherence: Rigorously review outgoing material to ensure brand standards, tone‑of‑voice, legal compliance, and operational integrity are strictly maintained.
• Defect Documentation and Analysis: Identify, document, and track quality defects and process failures in a centralised tracking system, working collaboratively with teams to ensure issues are resolved promptly and correctly.
• Establish QA Protocols: Help establish and maintain clear QA standards and procedures across the team, actively advocating for a quality‑first mindset in all operational workflows.
• Root Cause Prevention: Analyse the root causes of identified quality issues and process defects, then collaborate with process owners to implement systemic preventative measures to reduce future risk.
• Collaborate with team members to deliver projects efficiently and resolve challenges proactively.
• Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

Skills

About You

You possess an unwavering eye for detail – nothing escapes your notice. You are a systematic and thorough thinker who is passionate about risk mitigation and safeguarding a seamless, high‑quality client/user experience. You are a diplomatic, clear, and constructive communicator, essential for providing actionable feedback to teams.

Experience

What You’ll Need

Your experience is key but your attitude is what sets you apart.

Essential:

• Proven experience in a Quality Assurance, compliance, or detailed reviewing role within a service‑oriented environment.
• Experience writing clear, concise, and comprehensive review reports and quality documentation.
• Practical knowledge of the significant impact that unspotted quality matters can have on brand reputation, regulatory compliance, and client trust.
• An exceptional, proven eye for detail and a methodical approach to identifying inconsistencies or errors.

Desirable:

• Experience working within a recognised quality assurance life cycle and/or framework.
• Familiarity with process mapping or workflow documentation tools.
• Certification in Quality Assurance or a relevant risk/audit field.

Work Remotely

Yes

Salary

£30,000 - £40,000 (depending on experience)

Schedule

Monday - Friday
Working hours: 2:00pm to 10:30pm (UK time), aligned to cover the 9:00am to 5:30pm (EST) business day.

What’s in it for you?

• Competitive Salaries
• Yearly Bonuses based on company, department, and individual performance.
• Department based incentives.
• Hybrid/Remote Work: Whether you prefer a hybrid model or require remote work due to your location, we’re open to discuss options that work for you!
• 33 Days Holiday: Because rest fuels greatness.
• Growth Opportunities: Develop your skills, advance your career and grow with a company reshaping the industry.

About us

At SmartPA we provide industry leading administrative and businesses support services to organisations across the globe. Through our knowledge and experience, we aim to teach the true value of EA and secretarial services as a fundamental support function in every business, providing access to the world’s largest talent pool, whilst raising standards and inspiring growth across our marketplace. We offer a variety of opportunities to work with and within SmartPA from free training to becoming a fully fledged Partner. The Partnership provides a unique opportunity for Partners to run their own home based business, delivering SmartPA’s world‑class back office services. Whether you want flexible working hours, increased income, better work‑life balance or minimised childcare costs, SmartPA enables you to achieve your goals.

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