Quality Assurance Assistant
Posted Updated 6
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Summary
Reviews customer calls, files, and interactions for quality and compliance, identifies coaching needs, and supports reporting for a debt services and litigation team in Derby.
We are hiring a Quality Assurance Assistant to support the Quality Assurance Framework across Debt Services and FSR Litigation by conducting accurate, consistent and evidence-based reviews of calls, customer interactions, case files and correspondence. The role is primarily hands-on, focused on call and file reviews, identifying trends, highlighting coaching opportunities and supporting quality reporting for the Operational Controls Manager.
The role is full time, permanent and reports to the Operational Controls Manager.
The role is full time, permanent and reports to the Operational Controls Manager.
Call Quality Assurance
- Conduct regular reviews of customer calls and customer interaction activity against agreed QA standards, client requirements, operational procedures and departmental expectations.
- Assess communication quality, professionalism, accuracy, customer treatment, process adherence, complaint prevention, escalation handling and customer outcomes.
- Identify good practice, coaching opportunities, recurring concerns and significant quality issues requiring escalation.
- Complete call reviews consistently, objectively and within agreed timescales, with clear evidence supporting assessment outcomes.
File Quality Assurance
- Conduct regular reviews of customer files, case management activity, correspondence and associated documentation.
- Assess accuracy, completeness, procedural compliance, client adherence, documentation quality and evidence of appropriate case progression.
- Identify process deviations, missed actions, file handling concerns and recurring quality themes.
- Provide clear observations and recommendations to support operational improvement and colleague development.
Quality Reporting and Analysis
- Maintain accurate records of QA reviews, scores, findings, observations and supporting evidence.
- Analyse QA activity to identify trends, coaching requirements, best practice examples, process weaknesses and emerging risks.
- Support the production of QA reporting, dashboards, thematic summaries and management information for the Operational Controls Manager.
- Ensure all reporting is factual, balanced, evidence-based and presented in a clear and professional way.
Customer Outcomes and Quality Standards
- Support QA activity that assesses both process compliance and the quality of customer and client outcomes.
- Identify potential concerns relating to customer communication, vulnerability indicators, customer support, fairness of outcomes and complaint risk.
- Escalate concerns that may indicate customer harm, recurring quality failures or wider operational issues.
- Support a quality culture focused on fair, consistent and appropriate customer outcomes.
Complaints, Themes and Root Cause
- Support the review and analysis of complaints, quality-related escalations and recurring issues where required.
- Assist in identifying themes, root causes, process weaknesses and opportunities for procedural improvement or additional training.
- Provide QA insight to support corrective action and continuous improvement activity.
Calibration and Consistency
- Participate in regular calibration to ensure consistent scoring, evidence standards and interpretation of QA requirements.
- Maintain a clear understanding of QA scorecards, client requirements, quality standards and review methodology.
- Support improvements to QA guidance, review templates and scoring frameworks.
- Help ensure QA activity remains objective, fair and consistent across teams and work types.
Client Quality Requirements
- Complete reviews against client-specific quality standards, scorecards and contractual requirements where applicable.
- Identify client-specific trends and quality concerns through call and file review activity.
- Support preparation of client quality reporting, client audit information and quality assurance summaries where required.
- Help ensure client requirements are accurately reflected in QA review activity.
Technology-Enabled Quality Assurance
- Support the use of quality monitoring technology, automated monitoring and AI-enabled QA tools as part of the review process.
- Review or validate automated monitoring outputs where required and identify discrepancies, concerns or trends.
- Provide feedback to the Operational Controls Manager on monitoring effectiveness, coaching themes and potential improvements to QA criteria.
- Use technology-enabled insight to support better quality reporting, coaching and customer outcome monitoring.
Continuous Improvement
- Contribute suggestions for improving QA processes, scorecards, reporting, guidance and review consistency.
- Maintain awareness of changes to operational procedures, client requirements and departmental expectations.
- Actively support a culture of quality, accountability and continuous improvement across Debt Services and FSR Litigation.
- Experience undertaking QA reviews, file audits, call monitoring or compliance monitoring activity.
- Strong attention to detail and ability to assess information objectively.
- Excellent written and verbal communication skills, including evidence-based feedback.
- Analytical capability with the ability to identify trends, risks and improvement opportunities.
- Good organisational skills and ability to manage competing priorities.
- Good Microsoft Office skills, particularly Excel.
What we offer?
- Competitive salary
- Bonus potential
- Life insurance
- Great working environment at our Derby head offices
- Car parking is provided by the firm
- Career development opportunities
- 25 days holiday plus bank holidays
- Options to buy & sell 1 week’s holiday
- 1 week’s holiday carry over
- Extra day off for your birthday
- Staff card discount scheme for local shops
- Social days and evenings on the firm
- Staff discounts on legal services