Quality Assurance & Service Delivery Integrity Analyst

Quality Assurance & Service Delivery Integrity Analyst

Permanent employee, Full-time
· UK and Edinburgh Head Office

£30,000 - £40,000 per year

Who We Are

At Smart

PA, we don’t just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at Smart

PA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world.
If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!

What You’ll Do

The Centre of Excellence (COE) is the driving force behind Smart

PA, where strategy comes to life. As part of this dynamic, client‑facing department, you’ll be the heartbeat of our business – delivering high‑impact, tailored support to a key client account daily. In the role of Quality Assurance & Service Delivery Integrity Analyst, you’ll ensure our processes and outputs meet the highest standards. You’ll work closely with teams to review performance, identify improvements, and support consistent, reliable delivery across the business.

This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand, whilst working very closely with a global tech giant. This role is crucial for risk reduction and ensuring the highest level of quality, consistency, and brand compliance across our team's deliverables and service operations.

• Develop and Execute Review Plans:
  Design and carry out comprehensive review plans and checklists to audit finished service delivery work, marketing content, and internal process changes against established standards and compliance guidelines.
• Assess Brand and Standard Adherence:
  Rigorously review outgoing material to ensure brand standards, tone‑of‑voice, legal compliance, and operational integrity are strictly maintained.
• Defect Documentation and Analysis:
  Identify, document, and track quality defects and process failures in a centralised tracking system, working collaboratively with teams to ensure issues are resolved promptly and correctly.
• Establish QA Protocols:
  Help establish and maintain clear QA standards and procedures across the team, actively advocating for a quality‑first mindset in all operational workflows.
• Root Cause Prevention:
  Analyse the root causes of identified quality issues and process defects, then collaborate with process owners to implement systemic preventative measures to reduce future risk.
• Collaborate with team members to deliver projects efficiently and resolve challenges proactively.
• Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

About You

You possess an unwavering eye for detail – nothing escapes your notice. You are a systematic and thorough thinker who is passionate about risk mitigation and safeguarding a seamless, high‑quality client/user experience. You are a diplomatic, clear, and constructive communicator, essential for providing actionable feedback to teams.

What You’ll Need

Your experience is key but your attitude is what sets you apart.

• Proven experience in a Quality Assurance, compliance, or detailed reviewing role within a service‑oriented environment.
• Experience writing clear, concise, and comprehensive review reports and quality documentation.
• Practical knowledge of the significant impact that unspotted quality matters can have on brand reputation, regulatory compliance, and client trust.
• An exceptional, proven eye for detail and a methodical approach to identifying inconsistencies or errors.

• Experience working within a recognised quality assurance life cycle and/or framework.
• Familiarity with process mapping or workflow documentation tools.
• Certification in Quality Assurance or a…