With the help of AI-powered quality monitoring tools, customer interaction reviews and performance insight, you'll assess quality standards across multiple channels, identify compliance risks, monitor customer vulnerability indicators and provide valuable recommendations that improve performance and customer experience.

You'll help identify coaching opportunities, analyse trends and drive continuous improvement initiatives that strengthen both individual and team capability.

You'll act as a trusted partner across the organisation, providing meaningful insight and quality assurance that supports regulatory adherence, operational effectiveness and outstanding service delivery.

What You'll Be Doing

As our Quality Assurance & Compliance Lead, you'll:

• Play a key role in ensuring customers consistently receive high-quality support while helping the organisation maintain strong compliance standards.
• You'll review customer interactions across multiple channels, using AI-powered quality monitoring and performance insights to assess service quality, identify compliance risks and ensure vulnerable customers are recognised and supported appropriately.
• Working closely with operational teams, you'll provide coaching recommendations, identify development opportunities and help improve both individual and team performance.
• Using quality and compliance data, you'll analyse trends, identify root causes and produce meaningful insights that support decision-making and continuous improvement.
• You'll work collaboratively with Compliance, Operations and Learning & Development teams to strengthen quality frameworks, enhance customer outcomes and drive best practice across the organisation.
• Above all, you'll champion a culture of quality, accountability and continuous improvement, helping ensure we deliver excellent customer experiences while meeting our regulatory and operational commitments.

What You Need To Succeed

We're looking for a detail oriented quality professional with significant experience in Quality Assurance, Compliance Monitoring or Contact Centre Quality environments.

You'll be confident reviewing customer interactions, analysing performance data and providing feedback that improves performance, compliance and customer outcomes. Strong analytical, communication and stakeholder management skills are essential, along with a good understanding of quality standards, compliance requirements and customer vulnerability.

Knowledge of Consumer Duty or similar frameworks, and familiarity with AI-powered quality monitoring tools would be beneficial. Most importantly, you'll be passionate about continuous improvement, customer excellence and helping teams deliver their best.

Why Join Us?

This is an opportunity to make a real impact within a national charity that supports thousands of people across Scotland every year.

You'll play a vital role in strengthening quality standards, enhancing customer outcomes and driving operational excellence while helping colleagues deliver the highest levels of support to those who need it most.

If you're passionate about quality, compliance, coaching and continuous improvement, and want to use your expertise to make a meaningful difference, we'd love to hear from you.

Please apply by attaching a tailored covering letter and your CV via the s1jobs “Apply” button.

Equality and Inclusion

We're proud to be a Disability Confident Employer and welcome applications from all backgrounds and communities.

If you require adjustments or alternative ways to apply, please let us know. We're committed to creating an inclusive recruitment process and workplace where everyone can thrive.