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Quality & Process Officer

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360 Resourcing Solutions

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Location:
United Kingdom

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

27514.50 GBP / Year
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Job Description:

We are looking for a detail-oriented and proactive Quality & Process Officer to join our Customer Care team. Reporting to the Quality & Process Team Leader, you will play a key role in maintaining high standards of quality, compliance, and operational consistency across customer interactions and processes. This role is ideal for someone with experience in quality assurance within a customer service environment who enjoys analysing performance, identifying trends, and supporting continuous improvement initiatives.

Job Responsibility:

  • Monitor and evaluate customer interactions across multiple channels to ensure quality and compliance standards are achieved
  • Conduct call and case audits in line with regulatory, contractual, and internal requirements
  • Deliver clear, objective, and constructive feedback based on quality findings
  • Identify trends, risks, and improvement opportunities through quality analysis
  • Maintain accurate, audit-ready records and ensure a complete feedback loop from identification to resolution
  • Escalate significant quality or compliance concerns in line with governance procedures
  • Support continuous improvement initiatives and process enhancements
  • Assist with process documentation, operational guidance, and quality resources
  • Support implementation of new processes and systems, including UAT testing and rollout activities
  • Build strong working relationships across teams and promote a culture of consistency and continuous improvement
  • Use internal systems effectively for reporting, recording, and analysis
  • Deputise for the Quality & Process Team Leader when required

Requirements:

  • Experience in a Quality Assurance or quality-focused role within a customer service environment
  • Strong understanding of quality frameworks, auditing processes, and regulatory requirements
  • Excellent analytical skills with strong attention to detail
  • Confidence delivering structured and constructive feedback
  • Experience supporting process improvements or system implementation activities (including UAT testing) is desirable
  • Strong written and verbal communication skills across all levels
  • Excellent organisational and documentation skills with the ability to maintain audit-ready records
  • A proactive and positive approach with a customer-first mindset
  • Good working knowledge of Microsoft Office 365 and CRM/case management systems
  • A commitment to confidentiality, data protection, and information security
What we offer:
  • Hybrid Working Model
  • Healthcare cash plan
  • Lifestyle benefits including retail, travel, and wellbeing discounts
  • Life insurance (Death in Service)
  • 25 days holiday plus bank holidays
  • Cycle to work Scheme
  • Apprenticeship and upskilling opportunities

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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