Quality Assurance Expert

6 days ago


West Midlands Combined Authority, United Kingdom Curve Group Holdings Ltd Full time

**Job Title:** Academic Quality Assurance Manager

**Location:** UK

We are seeking a highly skilled Quality Assurance Expert to join our team in Solihull. As a Quality Assurance Expert, you will play a critical role in ensuring the quality of our customer contacts and adherence to regulatory requirements.

About the Role:

The successful candidate will oversee quality assurance processes, manage quality monitoring frameworks, and lead a themed customer journey review program to enhance customer contact quality. You will also be responsible for identifying high-risk areas, collaborating on action plans, and delivering high-quality trend reports and feedback to support ongoing quality improvement efforts.

Responsibilities:

  • Manage Quality Assurance: Oversee QA processes and ensure all performance is measured against established Quality Monitoring frameworks.
  • Lead and Develop QA Officers: Mentor and coach QA Officers/Colleagues to achieve targets through observation and guidance as part of the Training and Competency Scheme.
  • Customer Journey Review Program: Lead a themed customer journey review program to enhance customer contact quality.
  • Workflow Management: Organise the team to ensure efficient workflow and adherence to service level agreements.
  • Identify and Address High-Risk Areas: Proactively identify high-risk areas and collaborate on action plans to address them.
  • Reporting and Feedback: Deliver high-quality trend reports and feedback to Operations Managers to support ongoing quality improvement efforts.

Requirements:

  • Strong customer service or compliance background
  • 5 years experience working in a Quality Assurance role
  • Experience in Financial Services (Desirable)
  • Ability to set objectives and lead teams to achieve them
  • Excellent communication and interpersonal skills
  • Strong analytical abilities and attention to detail

Salary:** £45,000 - £60,000 per annum

Benefits:** Competitive salary, contributory pension scheme, access to our Health Cash Plan Scheme, multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out.



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