Quality Assurance Specilaist

Quality Assurance Specialist

Location: Portsmouth
Contract Type: Permanent
Working Pattern: Full Time, Hybrid

Are you passionate about ensuring strong customer experiences and compliance?
Our client is looking for a Quality Assurance Specialist, this is your chance to play a crucial role in maintaining the highest quality standards in customer interactions while working in a dynamic and supportive environment.

About the Role:
As a Quality Assurance Specialist, you will be responsible for assessing the quality of customer interactions and ensuring adherence to regulations within the organisation's sales, service, and collections processes. You will collaborate closely with various teams to enhance compliance and customer experience.

Key Responsibilities:

• Evaluate recorded customer calls and emails for compliance with regulatory scripts and internal standards.

• Document evaluation findings and identify areas for improvement.

• Provide constructive feedback to agents and team leaders.

• Participate in calibration sessions to ensure consistent interpretation of compliance standards.

• Contribute to regular reports summarising compliance trends and significant issues.

• Support investigations of complaints to prevent recurrence.

• Stay updated on compliance regulations and company policies through continuous training.

How You Could Stretch This Role:

• Identify areas for process improvement within the customer journey.

• Develop training materials and quality assurance frameworks.

• Collaborate with Sales, Marketing, and Compliance departments to elevate customer experience.

What You'll Gain:

• A deep understanding of compliance regulations in the financial services sector.

• Practical experience in quality assurance methodologies.

• Enhanced analytical skills through evaluating interactions.

Support and Development:

• Comprehensive induction and training on quality assurance and compliance.

• Regular feedback and coaching to support your development.

• Opportunities for relevant training courses and workshops.

Key Experience & Skills:

• Experience in a customer service or contact centre environment.

• Previous quality assurance experience is a plus.

• Excellent listening, analytical, and communication skills.

• Strong attention to detail.

Benefits:

• Pension Scheme
• Enhanced Maternity Pay, Paternity Pay and Premature Baby Leave and Pay
• Hybrid Working - 3 days in the office, 2 days remote
• Annual Leave - 25 to 30 days (going up with length of service)
• Life Assurance - 4x basic salary
• Annual Salary Reviews
• Sabbatical Policy Employees with 3+ years' service can request up to 12 months off
• Private Medical Insurance
• Discretionary Bonus
• Plus many more!
  

If you're ready to make an impact and take your career to the next level, we want to hear from you! Apply now and join a team that values quality, compliance, and customer satisfaction.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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