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Quality Assurance Service Coordinator

The Language Shop Limited -
Remote

Quick apply

Job details

Permanent | Full-time
£26,500 a year
20 hours ago

Benefits

Health & wellbeing programme
Company pension
Work from home

Qualifications

Customer communication
Customer service call handling
Inbound customer enquiry call handling
Stakeholder liaison
Complaint handling
Quality assurance
Data entry
Recruiting
Customer interaction
Outbound calling

Full job description

Quality Assurance Service Coordinator

The Language Shop (TLS) is a UK-based, employee-owned organisation and the UK’s leading independent quality assurance provider for language services. We work across the public sector, including as the sole approved QA provider on the Crown Commercial Service Language Services Framework, assuring the performance of language professionals working in courts, prisons, and probation services across the UK.

As an employee-owned business, everyone at TLS has a genuine stake in what we do and how we do it. We invest in our people, work flexibly, and take real pride in the quality of the work we deliver.

What We Offer:

£26,500 per annum
40 hours a week
Remote working, all our employees work remotely. Please note, whilst this role is remote working, the team do meet throughout the year, 3 - 4 times max.
23 Days Holiday rising after 3 years’ service
Company Pension Scheme

Role Description

You will work as part of the team to achieve the successful delivery of assessments in line with strict procedures and regulations
Working directly with Interpreters and Assessors in a customer facing role, you will manage enquiries and complaints
Responsible for organising, tracking and supporting the delivery of assessments in a fast paced, target driven environment

Key Responsibilities:

Supporting the coordination and delivery of assessments, working with variable stages of the process
Liaising with all stakeholders to arrange the assessments
Administering and participating in role play assessments
Reviewing assessment reports and providing feedback
Processing appeals, complaints and dissatisfaction in a timely manner
Handling all aspects of Client, Interpreter and Assessor queries
Data entry and analysis
Answering inbound and outbound calls & emails to the highest of standards, providing support where needed (i.e. assessment process, complaints & appeals)
Supporting service improvement initiatives, undertaking assessor recruitment, maintenance tasks & other related QA duties deemed appropriate for the role

Key Results & Objectives:

To ensure key deliverables and targets are achieved as part of the wider QA team
To provide a high level of customer satisfaction to all parties including Interpreters & Assessors
To ensure all assessments are conducted fairly and in line with standard process
To ensure all reviews of assessments are completed fairly and in line with standard processes
To ensure data accuracy, maintaining up-to-date records for KPI reporting metrics
To provide best value by supporting service improvement initiatives

We are looking for someone who is organised, proactive and quick to learn, with the confidence to take ownership of their work and consistently deliver to a high standard.

To be successful in this role, you will have:

Experience in quality assurance, compliance or administration within a regulated or service delivery environment
A degree or equivalent professional qualification and/or relevant experience

It would also be advantageous if you have:

Experience within the language services or justice sector, or working with linguists, assessors or professional registers

Due to contractual requirements, this role does require a valid DBS check, therefore you will be happy to obtain one if not currently held . Please can we also kindly request a covering letter with your CV application when applying.

No Recruitment Agencies thank you

Benefits:

Company pension
Health & wellbeing programme
Work from home

Work Location: Remote

Quick apply

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