Quality Assesor

What you'll be doing

• Conduct quality assessments across customer interactions, including calls and other customer contact channels.

• Evaluate interactions against agreed quality frameworks, compliance requirements and customer service standards.

• Produce accurate assessment records and quality reports.

• Identify performance trends, risks and areas for improvement.

• Work closely with Team Leaders, Trainers and Operational Managers to support quality improvement initiatives.

• Provide clear, evidence-based feedback to support coaching and development activities.

• Support calibration activities to promote consistency and fairness in quality assessments.

• Contribute to service improvement programmes through insight, reporting and quality analysis.

• Ensure quality records and assessment evidence remain accurate and audit-ready.

What we're looking for

Essential

• Previous experience in a Quality Assurance, Quality Analyst, Quality Assessor or similar role within a contact centre, customer service or operational environment.

• Experience assessing customer interactions against quality standards.

• Strong attention to detail and commitment to accuracy.

• Ability to identify trends and provide meaningful feedback to operational teams.

• Good written and verbal communication skills.

• Strong organisational skills and the ability to manage competing priorities.

• Confidence working with performance data, reporting and quality metrics.

• Ability to work independently in a fast-paced operational environment.

Desirable

• Experience within contact centre, outsourced service or public sector environments.

• Knowledge of compliance, regulatory or customer service quality frameworks.

• Experience supporting quality improvement and coaching initiatives.

• Understanding of customer experience and performance management principles.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders

What’s in it for you?

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

• You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]