Quality Assurance Executive

Quality Assurance ExecutiveNorthampton – Office basedSalary Competitive, depending on experience (Circa £27-32k), plus a performance-related annual bonus.Monday – Friday, 08:30am – 17:30pm An established and growing financial organisation is looking for a Quality Assurance Executive to help maintain high standards of customer service and regulatory compliance across its operation. This role is ideal for someone with a keen eye for detail who enjoys analysing customer interactions, identifying areas for improvement and supporting colleagues to deliver consistently high-quality outcomes. Working alongside operational teams and management, you will play an important part in improving service standards, reducing risk and promoting continuous improvement.Key Responsibilities:\n

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• Carry out quality assessments across a range of customer communications, including telephone calls, emails, online messaging and case management activities.
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• Review customer interactions against internal procedures, regulatory requirements and service expectations.
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• Complete quality evaluations and provide constructive, evidence-based feedback to colleagues and team leaders.
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• Monitor trends, recurring issues and performance gaps, making recommendations to improve processes and customer experience.
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• Produce regular quality reports, performance summaries and management information.
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• Support coaching and development initiatives by identifying strengths and areas requiring further improvement.
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• Assist with investigations into customer complaints, service issues and quality concerns, helping identify root causes and preventative actions.
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• Maintain accurate audit records and ensure documentation is completed to a high standard.
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• Contribute to wider business improvement projects and undertake additional duties appropriate to the role.
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The Ideal Candidate:\n

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• Previous experience in quality assurance, customer service, compliance, operational auditing or a similar analytical role.
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• A good understanding of quality monitoring processes and service improvement techniques.
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• Excellent attention to detail with the ability to identify risks, inconsistencies and opportunities for improvement.
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• Strong analytical and problem-solving skills.
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• Excellent written and verbal communication skills with the confidence to deliver constructive feedback.
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• Strong organisational skills with the ability to manage competing priorities and meet deadlines.
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• Good working knowledge of Microsoft Office, particularly Excel and Word.
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• A degree is highly desirable, although candidates educated to A-Level standard (or equivalent) with relevant experience will also be considered.
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Personal Qualities:\n

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• Highly organised and methodical in their approach.
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• Calm and composed when working under pressure.
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• Self-motivated with a positive, proactive attitude.
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• Comfortable managing multiple tasks within a fast-paced environment.
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• Commercially aware with a focus on delivering positive customer outcomes.
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• Able to work independently while also collaborating effectively with colleagues across the business.
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Please note: The successful applicant will be required to complete pre-employment screening, which may include background, credit and criminal record checks where appropriate to the position.