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 & EvaluAgent Systems Adviser is responsible for the administration, optimisation, and continuous improvement of the EvaluAgent quality management platform within a regulated financial services environment.
The role acts as the Subject Matter Expert (SME) for EvaluAgent, 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
EvaluAgent Platform Administration & Ownership
· Act as the primary Subject Matter Expert (SME) for the EvaluAgent 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 EvaluAgent.
· 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 EvaluAgent.
· 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 EvaluAgent.
· 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 EvaluAgent.
Essential Skills & Experience
· Demonstrable experience administering and configuring EvaluAgent.
· 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 outcome requirements.
· Experience working with third-party vendors and technology partners.
· Strong analytical and reporting skills.
· Experience translating business requirements into system solutions.
· Excellent stakeholder management and communication skills.
Desirable
· Experience managing system implementations or platform enhancements.
· Experience with workflow automation and reporting tools.
· Knowledge of competence frameworks and accreditation processes.
· Experience within financial services, contact centres, or regulated environments.
Additional Competencies
· System Administration & Configuration
· Platform Ownership
· Stakeholder Management
· Vendor Relationship Management
· Process Improvement
· Data Analysis & Reporting
· Change Management
· Technical Problem Solving
· Quality Governance
· Continuous Improvement
Job Types: Full-time, Permanent
Pay: Up to £32,500.00 per year
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
- Store discount
Application question(s):
- Do have a disability that will require any reasonable adjustments for the interview/recruitment process or job role (working in-person from the office) ?
Work Location: Hybrid remote in Sheffield S1 2BJ
