Quality Assurance Assessor

Quality Assurance Assessor – Contact Centre & Resolution

Responsibilities

• Assure quality standards by completing disparity checks on calls and systems across Customer Services Directorate, Helpline, Income Management and Housing Services Management.
• Remain up‑to‑date in all disciplines responsible for monitoring, inspecting and proposing measures to correct and improve quality standards.
• Complete Call Quality checks for new employees to achieve accredited status from initial training, and work with the Training Specialist to create handover packs for each Team Leader.
• Align Quality Score across Call Quality, Digital Communications and case management by completing monthly disparity checks.
• Maintain accurate records of non‑conformant processing, including root‑cause analysis and corrective actions.
• Provide monthly status packs for the department manager, feeding into the Monthly Performance Pack for the overall manager.
• Ensure training effectiveness by monitoring performance after interventions.
• Compile a weekly call selection for Team Leaders.
• Perform weekly Evaluagent audits to deliver timely feedback for the operation.
• Collaborate with Team Leaders, Managers and advisors to drive performance improvements within each team.
• Capture and report accurate and meaningful department performance data, maximizing use of appropriate systems.
• Produce clear monthly reports, including impact of development, working closely with the Training Specialist.
• Maintain up‑to‑date knowledge of policies and procedures to support the Customer Services Directorate.

Qualifications

• Excellent written and verbal communication skills with the ability to work at all levels.
• Excellent analytical and problem‑solving skills.
• Experience working in a fast‑paced, challenging environment.
• Good technical ability and comfort learning new technologies.
• Proven track record of analysing data and providing commentary to support decision‑making.
• Highly skilled in numerical and statistical analysis.
• Excellent attention to detail, ensuring errors are identified.
• Ability to manage stakeholders effectively.
• Ability to work under pressure and meet strict deadlines.

Desirable Qualifications

• Knowledge of Quality Assurance terminology, methods and tools.
• Understanding of Agile methodology and how QA functions.

Benefits

• Competitive pay and generous pension.
• 28 days holidays plus bank holidays.
• Flexible working options available.
• Investment in learning, personal development and technology.
• A wide range of other benefits.

About the Company

Riverside is a housing association that has revitalised neighbourhoods for 90 years, offering over 75,000 affordable residential and retirement homes across the UK and providing diverse services ranging from homelessness support to social care.

Diversity and Inclusion – Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for applicants who meet the minimum requirements for the role.

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