About the role
A great opportunity has arisen for a Quality Administrator to join a forward-thinking organisation committed to high standards, consistency, and continuous improvement. Working in a small, supportive team, you will help drive quality through audits, analysis, reporting and collaboration across departments.
Key responsibilities
- Conduct audits across call quality, CRM data and client interactions
- Analyse audit results and present clear, actionable insights
- Share audit outcomes with managers within seven days
- Track agreed actions to completion with evidence recorded
- Recommend improvements to enhance quality and reduce failure rates
- Maintain accurate QA records and documentation
- Support creation of dashboards or reports to monitor performance
- Help improve QA methodologies, tools and processes
- Expand QA coverage across additional departments
- Maintain relevance and accuracy of QA criteria
- Collaborate with teams to refine scoring criteria
- Support staff development linked to quality outcomes
- Assist in developing and delivering training materials
- Identify opportunities for quality process improvement
- Act as a point of contact for quality-related queries
- Respond to internal queries within one business day
- Build strong working relationships across departments
- Provide quality insights for improvement projects
- Track project milestones and flag delays promptly
- Ensure QA activities meet internal policies and external regulations
- Support audit readiness and compliance reviews
- Keep QA procedures and documents up to date
- Assist in creating and maintaining standardised SOPs
- Communicate clearly, listen actively and provide constructive feedback
- Interpret data and identify trends
- Organise workload effectively and manage time well
- Present quality findings confidently to varied audiences
Skills and experience
- Proficient in Microsoft Office
- Experience with CRM systems (beneficial)
- Power BI experience (desirable)
- Process mapping, project coordination or change awareness (desirable)
How to apply
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