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Quality Assurance Specialist

JDR - Just Dynamic Recruitment

Manchester

On-site

GBP 25,000 - 30,000

Full time

3 days ago

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Job summary

A leading recruitment company is seeking a Senior Quality Assurance Associate for its dynamic contact centre in Manchester. This role involves enhancing the quality assurance function, ensuring compliance with regulatory standards, and monitoring customer interactions across multiple channels, including voice and digital. Candidates should possess extensive experience in quality assurance within a contact centre environment, showcasing strong analytical and communication skills.

Qualifications

Previous experience in a contact centre quality assurance role at a senior level.
Strong understanding of quality monitoring tools, processes, and methodologies.
Ability to coach, influence, and engage staff.

Responsibilities

Design and manage the quality assurance framework for the contact centre.
Monitor customer interactions and provide insights for agent development.
Support compliance with FCA and GDPR standards.

Skills

Analytical skills

Communication

Coaching

Influencing

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JDR - Just Dynamic Recruitment provided pay range

This range is provided by JDR - Just Dynamic Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from JDR - Just Dynamic Recruitment

Senior Operations Manager at JDR - Just Dynamic Recruitment

Job Title: Senior Quality Assurance Associate (Contact Centre)

Location: Manchester

Salary: Up to £30,000 per annum

Contract Type: Full-Time, Permanent

Reports To: Quality & Compliance Manager

About the Role:

We are looking for a driven and detail-oriented Senior Quality Associate to support and enhance the quality assurance function within our clients dynamic contact centre. This is a critical role focused on monitoring performance, improving service delivery, and ensuring compliance with internal standards and regulatory requirements.

You will act as the key advocate for quality across all contact centre channels—voice, email, live chat, and social media—ensuring that customer interactions consistently meet or exceed expected standards.

Key Responsibilities:

Design, implement, and manage the quality assurance framework for the contact centre.
Monitor and evaluate customer interactions across all communication channels.
Provide detailed quality assessments and performance insights to support agent development.
Develop and maintain QA scorecards, calibration sessions, and feedback loops with team leaders.
Deliver regular reports and analysis on quality trends and root causes.
Identify training needs and collaborate with the L&D team to implement targeted coaching plans.
Support compliance with regulatory and industry standards (e.g., FCA, GDPR).
Lead initiatives to improve the customer experience and first-contact resolution.
Act as the QA subject matter expert and champion a culture of continuous improvement.

Key Requirements:

Previous experience in a contact centre quality assurance role, ideally at a senior or team leader level.
Proven understanding of quality monitoring tools, processes, and methodologies.
Strong analytical skills and ability to interpret performance data.
Excellent written and verbal communication skills.
Ability to coach, influence, and engage frontline staff and management.
Proficient in using QA and CRM systems

JDR is acting as an employment agency in relation to this vacancy. JDR is an equal opportunities employer

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Quality Assurance and Training
Industries
Telephone Call Centers

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