Overview
An exciting opportunity has arisen for a proactive and detail-oriented Quality Assessor to join a growing business based in Brighton. This is a key position responsible for maintaining and improving the quality of customer interactions across multiple departments.
You will be responsible for monitoring calls, identifying trends, carrying out root cause analysis and providing constructive feedback that helps improve both individual and team performance. Working closely with managers and directors, you will play a vital role in driving continuous improvement throughout the business.
This role would suit someone who enjoys analysing performance, coaching others and taking ownership of quality standards while being confident enough to recommend and implement positive change.
Quality Assessor (QA) – The Job
- Listen to and assess customer calls across all departments to ensure quality standards are consistently met.
- Carry out detailed quality assessments and provide accurate documentation.
- Identify trends, recurring issues and areas for improvement through root cause analysis.
- Deliver clear, constructive and supportive feedback to colleagues to improve customer interactions.
- Coach team members to enhance performance, customer service and compliance.
- Work closely with managers and directors, providing regular reports and recommendations based on findings.
- Take the initiative to identify opportunities for process improvements and implement positive changes where appropriate.
- Support staff by providing guidance, additional training and practical solutions when performance improvements are required.
- Monitor the effectiveness of coaching and quality initiatives, ensuring continuous improvement.
- Maintain accurate records and produce quality reports as required.
- Promote a culture of excellence, accountability and continuous learning throughout the business.
Quality Assessor (QA) – About You
- Previous experience in a Quality Assurance, Quality Assessment or Customer Service Quality role.
- Strong analytical skills with the ability to identify trends and underlying causes of issues.
- Experience delivering coaching and constructive feedback.
- Excellent attention to detail and the ability to make objective assessments.
- Confident communicating with colleagues at all levels, including senior management.
- Able to work independently, prioritise workload and take ownership of projects.
- A proactive approach with the confidence to suggest and implement improvements.
- Strong organisational and report-writing skills.
- Good working knowledge of Microsoft Office, particularly Excel and Word.
- Positive and approachable.
- Fair and objective.
- Naturally inquisitive with strong problem-solving skills.
- Confident making recommendations and influencing change.
- Supportive team player with a coaching mindset.
- Professional, organised and resilient.
Quality Assessor (QA) - What's on Offer?
- Salary up to £30,000 DOE
- Monday to Friday working hours – no weekends.
- Office-based Central Brighton location.
- Opportunity to make a real impact within a growing business.
- Supportive and collaborative working environment with opportunities to develop your career.
- Day off on your Birthday
- Onsite Gym
Join us in maintaining the highest standards of quality! We are committed to fostering a vibrant work environment where your expertise makes a real difference in delivering safe, reliable products that delight our customers.
Pay: £26,500.00-£30,000.00 per year
Benefits:
- Discounted or free food
- Free fitness classes
Work Location: In person
