Quality Assurance Executive

Quality Assurance Executive

Northampton, United Kingdom | Posted on 15/06/2026

We are seeking a detail-oriented and proactive Quality Assurance Executive to support the delivery of high-quality customer service and operational excellence across our financial services business. The successful candidate will be responsible for monitoring customer interactions and ensuring adherence to internal policies, procedures, and service standards.

Working closely with operational teams and management, the Quality Assurance Analyst will help identify areas for improvement, promote best practices, and contribute to positive customer outcomes while maintaining a strong focus on accuracy, consistency, and efficiency.

• Conduct quality reviews of customer interactions, including telephone calls, emails, web chats, and case handling activities.
• Assess compliance with internal policies, procedures, customer service standards, and business requirements.
• Complete quality monitoring assessments and provide clear, constructive feedback to individuals and team leaders.
• Identify trends, recurring issues, and opportunities to improve service quality and operational performance.
• Produce regular quality assurance reports and scorecards.
• Support coaching and development initiatives by highlighting strengths and areas for improvement.
• Assist in reviewing customer complaints, quality concerns, and service failures to identify root causes and corrective actions.
• Maintain accurate records of quality reviews and audit findings.
• Any other appropriate job duties in line with the associated skill and experience of the post holder.

• Degree-educated is strongly preferred, with a minimum of A-Levels, or equivalent, essential, at BBB or above.
• Previous experience in a Quality Assurance, Customer Service, Operations, or Audit role.
• Strong attention to detail and ability to identify risks and process inconsistencies.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to provide balanced and constructive feedback.
• Good organizational skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Ability to remain calm under pressure and meet deadlines.
• Strong organizational skills with a high attention to detail.
• Ability to prioritize and handle multiple tasks at any given time in a fast-paced environment.
• Pro‑active and enthusiastic with a can-do attitude.
• Good commercial acumen.
• Ability to work on own initiative as well as being a team player.