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Quality Assurance Assessor

  • Location: Cardiff
  • Salary: 25000-28000 per year
  • Job Type:Permanent

Posted 29 days ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 01 June 2023
  • Job Ref: LW/10283

Quality Assurance Assessor


37.5 Hours Monday-Friday

We have a fantastic opportunity for a Quality Assurance Assessor to join an award-winning company.  We are looking for someone who is passionate about quality of service, customer experience and agent development.

Collaboration is a key to our success, there is a lot of interaction with Contact Centre Managers and Learning and Development, talking through agent development areas, acknowledging agent success, and identifying customer experience improvements.

Key Responsibilities

  • You will be responsible for accurately completing call quality, monitoring MI and highlighting any potential risks to our customers ensuring the business meets FCA regulations and company internal procedures
  • Assess customer contacts in line with the Quality Assurance Programme recognising areas of strength and identifying areas for improvement and/or corrective actions.
  • Maintain accurate and concise monitoring output, enabling managers to effectively feedback to their agents.
  • Identify any adverse call trends/call drivers and highlight these to the QA Team Leader and Operations Manager.
  • To manage sensitive business and employee information appropriately and confidentially.

Essential Skills Required

  • Excellent written and verbal communication skills
  • Good planning and Organisational skills
  • Good Microsoft skills including Excel
  • Previous experience working as a Quality Assurance Assessor
  • Good analysis and statistical collation skills


  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Gym membership
  • Life insurance
  • On-site parking
  • Referral programme
  • Sick pay
  • Wellness programme