Quality Assurance Auditor

7 days ago

Stirling, United Kingdom Diligenta Full time

Customer Service Quality Auditor
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
We are seeking Customer Service Quality Auditors to join our dynamic and diverse Support Team, offering exciting challenges and opportunities for career progression. We are looking for exceptional individuals to lead quality monitoring across all complaint teams, while also playing a key role in supporting, developing, and enhancing the performance of each team member.


Your role will involve continuously supporting and developing staff to drive improvements in quality, productivity, and competence, ensuring that we consistently deliver outstanding service to our customers. You will be responsible for embedding quality standards and providing the necessary training and development to help individuals succeed and grow in their roles.
31 days including Bank Holidays
Eligibility for an annual discretionary bonus scheme
Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
Cycle to Work Scheme & Interest free Season Ticket loans
A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
Deliver quality assurance


~ Provide Quality Management Information


~ Support root cause and trend analysis to identify areas for improvement


~ Provide one-on-one coaching sessions


~ Act as a point of escalation for complex issues and complaints

Excellent knowledge of Life & Pension products essential


~ Previous experience working within Complaints or Customer Services


~ Keywords: Quality Auditor, Location:

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