Quality Administrator

Quality Administrator (Maternity Cover)

Hybrid 3 days remote, 2 days office-based (Fareham)

Are you detail-oriented, analytical, and passionate about ensuring customers receive the best possible experience?

Were looking for a Quality Administrator (Maternity Cover) to join our Compliance & Risk team, playing a key role in protecting our customers, reducing risk, and maintaining the high standards were known for.

In this vital role, youll review customer interactions, monitor compliance, and identify opportunities for improvement across our sales processes. Your insights will help drive accuracy, integrity, and consistency across the business - supporting both customer fairness and regulatory compliance.

What Youll Be Doing

• Reviewing customer interactions (calls, emails, chat, and more) to assess quality, compliance, and overall customer experience
• Conducting Know Your Customer and Know Your Business checks to ensure compliance and mitigate risk
• Completing due diligence checks to help prevent fraud and financial exposure
• Providing constructive feedback and detailed quality reports to support training and continuous improvement
• Analysing data to identify trends, potential risks, and areas for process refinement
• Collaborating with teams such as Compliance and Training to share findings and improve standards
• Taking card payments in line with compliance and payment security policies
• Managing customer account setups and ensuring accuracy in billing and records
• Supporting complaint investigations, root cause analysis, and documentation
• Ensuring accuracy, consistency, and attention to detail across all records and reports

What Were Looking For

• A sharp eye for detail and a structured, analytical mindset
• Excellent communication skills and the confidence to provide clear, constructive feedback
• Strong customer focus, ensuring fairness and compliance in every interaction
• Proficiency in Microsoft Office, particularly Excel
• The ability to work accurately under pressure and manage competing priorities
• Experience in quality assurance, compliance, telecoms, or customer support is advantageous but a great attitude and willingness to learn are just as important

Why Youll Love Working Here

• Be part of a specialist team that values accuracy, integrity, and high-quality outcomes
• Make a tangible impact by helping safeguard our customers and business from risk
• Gain valuable exposure to compliance, quality assurance, and risk management
• Enjoy a hybrid working model - with the perfect balance of focused remote work and in-office collaboration
• Work in a supportive, professional environment where your attention to detail truly matters
• Join a company that champions fairness, trust, and continuous improvement, and values people who take pride in doing things right

At Aerial Direct, we enable our customers to have the conversations that matter, through effective partnerships and exceptional customer experiences.

Joining us means being part of one of the UKs leading independent telecommunications providers, and one of the largest O2 partners in the country. Were committed to investing in our people, rewarding hard work, and creating an environment where everyone can thrive.

If youre detail-oriented, analytical, and ready to take the next step in your journey, wed love to hear from you.

Apply today and become part of our Quality team at Aerial Direct.

Our Process

Step 1: Is there a fit? Youll have a chat with our Talent Acquisition team, talk through your past experiences and what it is youre looking for from your career

Step 2: Meet with your would-be manager, our Quality Assurance Team Leader, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. Youll run through a few scenario based questions, and get the opportunity to ask anything youd like to learn about.

Step 3: If it looks like a good fit from both sides, well be looking to make you an offer

Our Values:

All: We are one team enabling each other and the business to thrive

Elite: We will be the very best that we can be for our customers and our colleagues

Respectful: We show respect for our environment, our people and above all else, our customers

Impeccable: We will deliver the best customer experience and service in all we do

Agile: Were always looking to be one step ahead, quick to move, and to anticipate our customers needs

Limitless: We seek continuous improvement in order to grow and develop the business