Quality Assesor

Help drive quality and service excellence across essential public sector services<br/><br/>Capita is looking for Quality Assessors to join a growing operation supporting the delivery of high-profile public sector services.<br/>This is an excellent opportunity for individuals with a background in quality assurance, customer service or contact centre operations who are passionate about maintaining high standards and improving customer outcomes. Working as part of the Quality team, you'll play a vital role in assessing customer interactions, identifying trends and providing valuable insight that supports operational performance, compliance and continuous improvement. <br/><br/>You'll work closely with operational leaders, trainers and quality colleagues to ensure customer interactions consistently meet agreed standards while helping to create a culture of quality and customer excellence.<p></p><p></p><p><b>Job title:</b></p>Quality Assesor<p></p><p></p><p><b>Job Description:</b></p><div><p><b><span>What</span> <span>you'll</span> <span>be</span> <span>doing</span></b></p><ul><li><p><span>Conduct</span> <span>quality</span> <span>assessments</span> <span>across</span> <span>customer</span> <span>interactions,</span> <span>including</span> <span>calls</span> <span>and</span> <span>other</span> <span>customer</span> <span>contact</span> <span>channels.</span></p></li><li><p><span>Evaluate</span> <span>interactions</span> <span>against</span> <span>agreed</span> <span>quality</span> <span>frameworks,</span> <span>compliance</span> <span>requirements</span> <span>and</span> <span>customer</span> <span>service</span> <span>standards.</span><span> </span></p></li><li><p><span>Produce</span> <span>accurate</span> <span>assessment</span> <span>records</span> <span>and</span> <span>quality</span> <span>reports.</span></p></li><li><p><span>Identify</span> <span>performance</span> <span>trends,</span> <span>risks</span> <span>and</span> <span>areas</span> <span>for</span> <span>improvement.</span></p></li><li><p><span>Work</span> <span>closely</span> <span>with</span> <span>Team</span> <span>Leaders,</span> <span>Trainers</span> <span>and</span> <span>Operational</span> <span>Managers</span> <span>to</span> <span>support</span> <span>quality</span> <span>improvement</span> <span>initiatives.</span></p></li><li><p><span>Provide</span> <span>clear,</span> <span>evidence-based</span> <span>feedback</span> <span>to</span> <span>support</span> <span>coaching</span> <span>and</span> <span>development</span> <span>activities.</span><span> </span></p></li><li><p><span>Support</span> <span>calibration</span> <span>activities</span> <span>to</span> <span>promote</span> <span>consistency</span> <span>and</span> <span>fairness</span> <span>in</span> <span>quality</span> <span>assessments.</span></p></li><li><p><span>Contribute</span> <span>to</span> <span>service</span> <span>improvement</span> <span>programmes</span> <span>through</span> <span>insight,</span> <span>reporting</span> <span>and</span> <span>quality</span> <span>analysis.</span><span> </span></p></li><li><p><span>Ensure</span> <span>quality</span> <span>records</span> <span>and</span> <span>assessment</span> <span>evidence</span> <span>remain</span> <span>accurate</span> <span>and</span> <span>audit-ready.</span><span> </span></p></li></ul><p></p><p><b><span>What</span> <span>we're</span> <span>looking</span> <span>for</span></b></p><p><b><span>Essential</span></b></p><ul><li><p><span>Previous</span> <span>experience</span> <span>in</span> <span>a</span> <span>Quality</span> <span>Assurance,</span> <span>Quality</span> <span>Analyst,</span> <span>Quality</span> <span>Assessor</span> <span>or</span> <span>similar</span> <span>role</span> <span>within</span> <span>a</span> <span>contact</span> <span>centre,</span> <span>customer</span> <span>service</span> <span>or</span> <span>operational</span> <span>environment.</span><span> </span></p></li><li><p><span>Experience</span> <span>assessing</span> <span>customer</span> <span>interactions</span> <span>against</span> <span>quality</span> <span>standards.</span><span> </span></p></li><li><p><span>Strong</span> <span>attention</span> <span>to</span> <span>detail</span> <span>and</span> <span>commitment</span> <span>to</span> <span>accuracy.</span><span> </span></p></li><li><p><span>Ability</span> <span>to</span> <span>identify</span> <span>trends</span> <span>and</span> <span>provide</span> <span>meaningful</span> <span>feedback</span> <span>to</span> <span>operational</span> <span>teams.</span><span> </span></p></li><li><p><span>Good</span> <span>written</span> <span>and</span> <span>verbal</span> <span>communication</span> <span>skills.</span></p></li><li><p><span>Strong</span> <span>organisational</span> <span>skills</span> <span>and</span> <span>the</span> <span>ability</span> <span>to</span> <span>manage</span> <span>competing</span> <span>priorities.</span><span> </span></p></li><li><p><span>Confidence</span> <span>worki