Lantern
Quality Assurance Specialist
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Quality Assurance Officer
Leeds (LS1 & LS28) | Hybrid Working
£28,548 + 10% Annual Bonus
At Lantern, we're looking for a Quality Assurance Officer to help ensure our customer communications consistently meet the highest standards of quality, regulatory compliance, and customer care. This role offers the opportunity to make a real impact by driving continuous improvement across both our internal teams and outsourced partners.
What You'll Be Doing
- Monitoring customer interactions across multiple channels, including calls, emails, and written communications.
- Assessing interactions against Lantern's quality framework and providing clear, accurate feedback.
- Reviewing communications completed by both Lantern colleagues and outsourced partners to ensure compliance and fair customer outcomes.
- Identifying root causes of quality failures and recommending improvements.
- Escalating business risks and compliance concerns where required.
- Supporting client audits through data gathering, analysis, and preparation of findings.
- Participating in and leading quality calibration sessions with operational teams and managers.
- Tracking and reporting remedial actions to support ongoing quality improvements.
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What We're Looking For
- Minimum of 2 years' experience in a Quality Assurance, Collections, or regulated customer service environment.
- Knowledge of relevant regulatory frameworks, including FCA, CSA, and ICO requirements.
- Strong analytical skills and excellent attention to detail.
- Confident written and verbal communicator.
- Experience facilitating meetings, coaching conversations, or calibration sessions.
- Ability to prioritise workloads and meet deadlines in a fast-paced environment.
- Accurate record-keeping and reporting skills.
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Why Join Lantern?
- 10% Annual Bonus
- 25 Days Holiday (plus Bank Holidays), increasing with service
- Option to Buy Additional Annual Leave
- Hybrid Working
- Career Development and Progression Opportunities
- Supportive and Collaborative Culture
- Regular Team Social Events
- On-site Parking at LS28
If you're looking for an opportunity to influence quality standards, support regulatory excellence, and contribute to outstanding customer outcomes, we'd love to hear from you.
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