Quality Assurance Analyst

We are seeking a detail-oriented Quality Assurance Analyst to join our Operational Excellence team within the Services organisation. This hands-on role supports the Quality Assurance Manager by executing quality assurance activities including reviews, audits, coaching, and data analysis to ensure service accuracy, compliance, and continuous improvement. The successful candidate will collaborate with cross-functional teams to identify issues, validate process adherence, provide meaningful coaching, and contribute to elevating client satisfaction and operational excellence. Location: Staines or Cheadle Hybrid working: 3 days in office and 2 days from home This role offers an excellent opportunity to develop hands-on expertise in quality assurance within a dynamic and growing organisation. The Quality Assurance Analyst will play a critical role in supporting operational excellence, providing coaching, and ensuring the delivery of high-quality services to ADP’s clients. Key Responsibilities Conduct detailed quality reviews, audits, and calibrations of service workflows to ensure compliance with defined standards and procedures. Perform hands-on monitoring and evaluation of associate performance and process adherence in high-volume environments. Provide meaningful coaching and support to associates based on quality findings to help improve performance and adherence to standards. Collect, analyse, and report quality metrics to identify trends, root causes, and areas for improvement. Collaborate with the Quality Assurance Manager and other stakeholders to support the implementation of corrective actions and process enhancements. Assist in maintaining quality documentation, checklists, and audit trails to support internal controls and external audit requirements. Participate in calibration sessions to ensure consistency and accuracy in quality assessments across the team. Support the development and refinement of quality assurance tools, templates, and frameworks. Communicate findings and insights clearly to operational teams and escalate critical issues as needed. Contribute to continuous improvement initiatives by providing practical feedback and suggestions based on quality data. Stay current with industry standards, compliance requirements, and best practices in quality assurance. Skills & Competencies Strong attention to detail with a commitment to accuracy and compliance in a fast-paced, high-volume environment. Experience in conducting quality audits, reviews, or monitoring activities within service or operational settings. Ability to provide meaningful coaching and constructive feedback to associates, supporting their development and improving performance based on quality findings. Analytical mindset with the ability to interpret data, identify trends, and support root cause analysis. Effective communication skills to clearly document findings, deliver coaching, and collaborate with cross-functional teams. Ability to work independently and as part of a team, managing multiple priorities with a proactive approach. Familiarity with quality assurance frameworks, tools, and continuous improvement methodologies (e.g., Six Sigma, Lean) is a plus. Basic knowledge of Human Capital Management (HCM), payroll services, or shared services environments is desirable. Preferred Experience 2+ years of experience in a quality assurance, operational audit, or compliance role. Exposure to service delivery environments with a focus on process adherence and quality control. Experience supporting quality initiatives in a technology-enabled or business process outsourcing environment. Benefits 25 days holiday (you can also buy and sell up to 5 days each year) Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more Study support Employee Assistance Program Competitive salary Company social events Annual bonus scheme A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition . Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance. Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP’s culture and our full set of values.