Quality Checker

JLA Group; Ripponden; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Life assurance

Company pension

On-site gym

Cycle to work

Employee discounts

Refer a Friend bonus

Job summary

JLA is seeking a Quality & Sales Enablement Specialist to boost sales performance by applying QA insights to coaching and continuous improvement across the sales function. You’ll support call quality, handle customer queries, conduct due diligence checks, and work with sales leaders to deliver live audit status while promoting a strong compliance culture.

You’ll maintain quality scorecards and performance reports, analyse data for trends, and provide clear feedback to colleagues.

Qualifications

• Experience conducting audits, reviews, or quality assessments in a sales or contact centre context.
• Ability to analyse data, identify trends and translate insights into actions.
• Experience engaging with managers and stakeholders to drive improvements.
• Proficient with Microsoft 365 apps and CRM navigation; familiarity with Power BI is a plus.

Responsibilities

• Audit customer interactions against quality frameworks and maintain scorecards.
• Provide constructive feedback to sales colleagues and management teams.
• Support onboarding and capability development of sales teams.
• Collaborate with Sales Managers, Training Teams and operations to sustain quality initiatives.
• Produce regular quality and sales insight reports and track improvement outcomes.

Skills

Quality assurance

Data analysis

Stakeholder management

Coaching

CRM navigation

Microsoft Excel

Power BI

Sales support

Education

Experience in QA or sales enablement

Tools

Power BI

Microsoft Excel

SharePoint

Job description

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 include:

• 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

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.

Personal qualities (the way you think and act)

• 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.

About our business

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

When you join the JLA family, you'll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!