Quality Manager

JLA Limited; Ripponden; On-site; GBP 35,000 - 55,000; Full time

Job summary

JLA Limited is seeking a Quality & Sales Enablement Specialist to improve sales performance, customer outcomes and compliance by applying quality assurance insights to coaching and continuous improvement across the sales function. You will audit interactions, manage quality data, and collaborate with sales leaders to drive performance.

You will support call quality, conduct due diligence, and help develop a culture of compliance and continuous improvement, delivering insights and reports to

Qualifications

• Experience conducting audits, interaction reviews, or quality assessments.
• Ability to analyse data and identify trends.
• Experience engaging with managers and stakeholders.
• Strong computer literacy with moderate/intermediate knowledge of Microsoft 365 applications and CRM navigation.

Responsibilities

• Review customer interactions against defined quality frameworks.
• Maintain quality scorecards, audit records, and performance reports.
• Provide clear and constructive feedback to sales colleagues and management teams.
• Maintain a live status on workload and sales activity delegated from the Quality Manager.
• Support the effective implementation and ongoing development of the quality framework.
• Prepare and analyse quality, customer, and sales performance data.
• Produce regular quality and sales insight reports.
• Identify risks, trends, and development opportunities.
• Recommend and support continuous improvement initiatives.
• Support the delivery of a positive quality, compliance, and sales culture.

Skills

Audits & quality reviews

Data trend analysis

Stakeholder engagement

MS 365 & CRM literacy

Contact centre experience

Power BI

Feedback & coaching

Continuous improvement

Tools

Power BI

Excel

SharePoint

CRM navigation

Job description

Role overview

The Quality & Sales Enablement Specialist is responsible for improving sales performance, customer outcomes, and compliance standards by using quality assurance insights to drive coaching, development, and continuous improvement across the sales function.

The role involves supporting call quality, managing queries from customers and the wider business, and carrying out due diligence checks. It also includes working closely with sales executives and managers to deliver a live call audit status whilst promoting a strong culture of compliance across the business.

Key tasks

• Review and assess customer interactions against defined quality frameworks.
• Maintain quality scorecards, audit records, and performance reports.
• Provide clear and constructive feedback to sales colleagues and management teams.
• Maintain a live status on workload and sales activity delegated from the Quality Manager.
• Supporting the effective implementation and ongoing development of the quality framework.
• Prepare and analyse quality, customer, and sales performance data.
• Produce regular quality and sales insight reports.
• Identify risks, trends, and development opportunities.
• Recommend and support continuous improvement initiatives.
• Support the delivery of a positive quality, compliance, and sales culture.

Other tasks

• Tracking coaching effectiveness and improvement outcomes.
• Working closely with Sales Managers, Team Leaders, Training Teams, and operational stakeholders.
• Supporting onboarding and ongoing capability development of sales teams.
• Acting as a key contact for sales quality and performance, insights.
• Maintaining an understanding of sales processes, customer needs, and upcoming business changes.
• Supporting complaint investigations and root-cause analysis.
• Any other tasks delegated by management as required

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• Experience conducting audits, interaction reviews, or quality assessments.
• Ability to analyse data and identify trends.
• Experience engaging with managers and stakeholders.
• Strong computer literacy with moderate/intermediate knowledge of Microsoft 365 applications and CRM navigation
• Experience within a telephony-based contact centre or sales support environment.
• Proficiency with Microsoft Excel, SharePoint and Power BI.
• Experience providing feedback, coaching, or performance support.
• Knowledge of compliance, customer experience, or continuous improvement methodologies.
• Strong attention to detail.
• Excellent communication and coaching skills.
• Analytical and problem-solving abilities.
• Commercial awareness and customer focus.
• A passion for continuous improvement and developing others.