Quality Administrator

A great opportunity has arisen for a Quality Administrator to join a forward-thinking organisation committed to high standards, consistency, and continuous improvement. Working in a small, supportive team, you will help drive quality through audits, analysis, reporting and collaboration across departments. Key responsibilities • Conduct audits across call quality, CRM data and client interactions • Analyse audit results and present clear, actionable insights • Share audit outcomes with managers within seven days • Track agreed actions to completion with evidence recorded • Recommend improvements to enhance quality and reduce failure rates • Maintain accurate QA records and documentation • Support creation of dashboards or reports to monitor performance • Help improve QA methodologies, tools and processes • Expand QA coverage across additional departments • Maintain relevance and accuracy of QA criteria • Collaborate with teams to refine scoring criteria • Support staff development linked to quality outcomes • Assist in developing and delivering training materials • Identify opportunities for quality process improvement • Act as a point of contact for quality-related queries • Respond to internal queries within one business day • Build strong working relationships across departments • Provide quality insights for improvement projects • Track project milestones and flag delays promptly • Ensure QA activities meet internal policies and external regulations • Support audit readiness and compliance reviews • Keep QA procedures and documents up to date • Assist in creating and maintaining standardised SOPs • Communicate clearly, listen actively and provide constructive feedback • Interpret data and identify trends • Organise workload effectively and manage time well • Present quality findings confidently to varied audiences Skills and experience • Proficient in Microsoft Office • Experience with CRM systems (beneficial) • Power BI experience (desirable) • Process mapping, project coordination or change awareness (desirable)