Monitor and assess customer interactions (calls, emails, chats), ensure compliance with policies and service standards, produce QA reports and scorecards, give feedback, identify trends and root causes, support coaching and corrective actions to improve service quality and operations.
Overview
We
are seeking a detail-oriented and proactive Quality Assurance Executive to
support the delivery of high-quality customer service and operational
excellence across our financial services business. The successful candidate
will be responsible for monitoring customer interactions, and ensuring
adherence to internal policies, procedures, and service standards.
Working
closely with operational teams and management, the Quality Assurance Analyst
will help identify areas for improvement, promote best practices, and
contribute to positive customer outcomes while maintaining a strong focus on
accuracy, consistency, and efficiency.
Responsibilities
- Conduct
quality reviews of customer interactions, including telephone calls, emails,
web chats, and case handling activities.
- Assess
compliance with internal policies, procedures, customer service standards, and
business requirements.
- Complete
quality monitoring assessments and provide clear, constructive feedback to
individuals and team leaders.
- Identify
trends, recurring issues, and opportunities to improve service quality and
operational performance.
- Produce
regular quality assurance reports and scorecards.
- Support
coaching and development initiatives by highlighting strengths and areas for
improvement.
- Assist
in reviewing customer complaints, quality concerns, and service failures to
identify root causes and corrective actions.
- Maintain
accurate records of quality reviews and audit findings.
- Any
other appropriate job duties in line with the associated skill and experience
of the post holder.
Requirements
Skills
and experience required
- Degree-educated is strongly preferred, with a minimum of
A-Levels, or equivalent, essential, at BBB or above;
- Previous experience in a
Quality Assurance, Customer Service, Operations, or Audit role.
- Strong attention to detail and
ability to identify risks and process inconsistencies.
- Excellent analytical and
problem-solving skills.
- Strong written and verbal
communication skills.
- Ability to provide balanced and
constructive feedback.
- Good organisational skills with
the ability to manage multiple priorities.
- Proficiency in Microsoft Office
applications, particularly Excel and Word.
Personal
Attributes
- Ability to remain calm under
pressure and meet deadlines;
- Strong organisational skills
with a high attention to detail;
- Ability to prioritise and
handle multiple tasks at any given time in a fast-paced environment;
- Pro-active and enthusiastic
with a can do attitude;
- Good commercial acumen; and
- Ability to work on own
initiative as well as being a team player.
Benefits
Company Overview
Portman Finance Group was established in 2007 to provide UK SMEs with access to a range of finance options under one roof. We have now arranged over £1.5 billion in funding for over 20,000 companies.
Portman secure finance for businesses of all sizes via our own lending and panel of over 40 partners. We offer flexible payment terms, reducing large initial outlays and protecting cash-flow, and are one of the largest privately owned Broker-Lenders in the UK.
Portman work with any type of private sector business. We have a long and successful history financing a variety of assets, quickly and easily. If you’re looking to lease or purchase further equipment, release equity or simply borrow, Portman can provide your business with the finance it needs.
Please note that as part of the recruitment process a criminal records check/credit history check will be carried out by an authorised third party.
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