Quality Assurance and Control Technical Advisor

* Job Description:

* Role

Title:

Quality Assurance and Control Technical Adviser

Department:
Operations / Customer Experience / Compliance

Location:

Sheffield United Kingdom (Hybrid)

Reporting To:
Quality Assurance & Training Manager

Salary: up to £32.5k

* Role Purpose
* The Quality Assurance & Evalu Agent Systems Adviser is responsible for the administration, optimisation, and continuous improvement of the Evalu Agent quality management platform within a regulated financial services environment.

The role acts as the Subject Matter Expert (SME) for Evalu Agent, owning platform configuration, scorecard design, workflow administration, reporting, user management, and integration with operational quality frameworks. Working closely with operational stakeholders and external partners, the role ensures the platform effectively supports quality assurance, competence management, regulatory compliance, and continuous improvement initiatives that drive positive customer outcomes.

* Key Responsibilities
* Evalu Agent Platform Administration & Ownership

· Act as the primary Subject Matter Expert (SME) for the Evalu Agent platform.

· Administer and maintain system configuration, user access, permissions, workflows, and platform settings.

· Manage platform upgrades, enhancements, testing, and release activities.

· Ensure system integrity, data quality, and governance standards are maintained.

· Develop and maintain platform documentation, processes, and administration guides.

· Provide second-line support and troubleshooting for platform users.

· Scorecard Design & Management

· Design, build, maintain, and continuously improve QA scorecards within Evalu Agent.

· Translate regulatory requirements, business objectives, and operational processes into effective quality measurement frameworks.

· Ensure scorecards align with FCA expectations, Consumer Duty principles, and internal quality standards.

· Review scoring methodologies and assessment criteria to improve consistency, fairness, and reporting accuracy.

· Lead calibration activities to ensure scorecards remain relevant and effective.

* Continuous Improvement
* · Identify opportunities to optimise platform functionality, workflows, automation, and reporting capabilities.

· Analyse quality and operational data to recommend process improvements and system enhancements.

· Partner with operational teams to implement quality improvement initiatives.

· Support the evolution of quality frameworks, competency models, and assessment methodologies.

· Drive adoption of best practices across quality assurance and performance management processes.

* External Partner & Vendor Management
* · Act as the primary liaison between the organisation and Evalu Agent.

· Build and maintain effective relationships with external platform providers and implementation partners.

· Manage support requests, enhancement discussions, system issues, and service reviews.

· Coordinate platform development requests and ensure business requirements are clearly documented and delivered.

· Participate in vendor-led workshops, roadmap discussions, and product improvement initiatives.

* Reporting & Management Information
* · Develop and maintain reporting suites, dashboards, and management information within Evalu Agent.

· Produce quality, compliance, and performance insights for operational stakeholders.

· Ensure reporting accurately supports regulatory, governance, and audit requirements.

· Provide recommendations based on trends, root cause analysis, and quality outcomes.

* Quality Assurance Oversight
* · Conduct targeted QA assessments where required.

· Support quality calibration and governance activities.

· Provide guidance to assessors and operational leaders on scoring standards and quality frameworks.

· Ensure quality assessments are recorded accurately and consistently within Evalu Agent.

* Essential Skills & Experience
* · Demonstrable experience administering and configuring Evalu Agent.

· Experience designing and maintaining QA scorecards and quality frameworks.

· Experience acting as a system administrator, platform owner, or SME for quality management systems.

· Strong understanding of FCA regulations, Consumer Duty, and customer…