Quality Assurance Officer

Are you someone who pays close attention to detail with experience working in a regulated environment? Do you enjoy identifying issues, following clear processes, and giving fair, balanced feedback?

Due to company growth, we are looking for a Quality Assurance Officer to join the team.

Purpose of the Role

Reporting to the Compliance Manager, your role will be to ensure the quality and compliance of both internal and external contact teams meet client contractual standards. You’ll carry out quality assurance reviews in line with legislation, regulations, client requirements, and company policies.

This role requires strong attention to detail, the ability to stay focused on repetitive tasks, and a team-oriented approach to achieving shared goals. You’ll work closely with colleagues across the business and liaise with clients to maintain high levels of quality and service, while meeting departmental and individual KPIs and staying up to date with relevant business and regulatory changes.

Key Responsibilities & Accountabilities

• Carry out a set number of field visit and call recording quality reviews each week/month in line with client and internal targets. Provide regular feedback to managers and teams, identifying training needs and highlighting any issues.


• Analyse QA results to identify trends and report findings to the Compliance Manager, ensuring fair and consistent customer treatment at all times. Escalate urgent issues where needed and communicate findings clearly across the business.


• Maintain QA scorecards in line with client requirements and support wider departmental activities to help maintain service levels. Follow multiple client processes accurately and complete administrative tasks such as file creation and updates.


• Update process manuals, support call listening activities for field teams, and ensure compliance with company procedures, including GDPR. Take part in training and development opportunities, travel to offsite meetings when required, and actively look for improvements across the business.


• Build strong working relationships across all areas of the organisation and complete any additional tasks requested by management.

The above is not an exhaustive list and other duties may be required.

Why work at Richburns?

You will be part of a successful and rapidly growing company, with an open and supportive environment. Some other benefits include:

• Employee assistance programme


• Death in Service benefit


• 25 days holiday (pro-rated for part time) plus 8 days bank holidays


• 3% pension


• Personal and career development opportunities

You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.

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