Job Description

:

Quality Assurance (QA) Call Listening Officer

Department:

Training & Quality Assurance

Reports to:

Training & QA Manager

Location:

Sheffield

Contract Type:

Permanent

Hours:

Full-Time

Role Purpose

The Quality Assurance (QA) Call Listening Officer is responsible for monitoring and evaluating customer calls to ensure high standards of service delivery, compliance with company policies, and adherence to regulatory requirements. This role is central to driving continuous improvement, supporting agents with constructive feedback, and protecting customer outcomes in line with Consumer Duty (UK FCA).

Key Responsibilities

Monitor and evaluate inbound and outbound customer calls against agreed quality standards. Understanding AI Quality Assurance. Understanding AI prompts and creating new prompts. Assess calls for compliance with regulatory and business requirements, including Consumer Duty, UK GDPR, and company policies. Identify areas of strength and improvement in agent performance, providing clear and actionable feedback. Accurately record QA results and maintain audit trails for reporting purposes. Highlight and escalate any customer detriment or potential vulnerability issues immediately. Provide input into coaching and training programmes to address common development needs. Work closely with the Contact Centre to improve customer experience and ensure consistent call handling quality. Support continuous improvement by identifying process gaps, policy issues, or systemic concerns. Contribute to QA calibration sessions to ensure scoring consistency across the team. Prepare quality reports and insights for management review.

Skills & Competencies

Strong attention to detail and analytical skills. Excellent listening and communication skills (both written and verbal). Ability to provide constructive and balanced feedback. Knowledge of FCA Consumer Duty and GDPR principles. High level of integrity, fairness, and confidentiality. Strong organisational skills with the ability to prioritise tasks. Proficiency with call monitoring systems and MS Office (Excel, Word, PowerPoint).

Experience & Qualifications

Previous experience in a contact centre or customer service QA role (desirable). Knowledge of quality assurance frameworks and call monitoring processes. Understanding of regulatory requirements within financial services, utilities, or similar regulated industries (preferred).

Key Measures of Success

Accuracy and consistency of call evaluations. Timely identification of compliance or customer outcome risks. Quality insights leading to measurable improvements in agent performance. Positive contribution to customer satisfaction and regulatory compliance.
Job Types: Full-time, Permanent

Pay: 28,500.00 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: In person