Job Title: Quality Management Analyst

Department: Customer Operations

Reports To: Learning & Development Manager

Location: Grey Street, Newcastle (Office Based)

Purpose of the Role

The purpose of this role is to support the continuous improvement of customer operations by monitoring, evaluating, and improving the quality of customer interactions, customer outcomes, and operational processes. The role is responsible for ensuring quality standards are applied consistently across all customer contact channels while providing insight, analysis, and recommendations that improve customer experience, operational performance, and compliance.

This role acts as the subject matter expert for quality assurance, supporting operational leaders through quality monitoring, calibration, reporting, governance, and continuous improvement activities while maintaining the organisation's Quality Framework.

Key Responsibilities

• Conduct quality evaluations of customer interactions across telephone, webchat, email, and other customer contact channels.
• Complete regular case reviews and audits to assess the quality, accuracy, and completeness of customer outcomes.
• Evaluate customer interactions against quality standards, customer experience expectations, compliance requirements, operational procedures, and business policies.
• Complete quality assessments accurately, consistently, and within agreed service levels.
• Provide detailed, evidence-based feedback and quality insights to Team Managers and operational leaders to support coaching and performance improvement.
• Identify recurring quality issues, operational risks, and emerging trends impacting customer experience or operational performance.
• Own, maintain, and continuously develop the Quality Framework, ensuring alignment with customer, business, regulatory, and operational requirements.
• Act as the subject matter expert for quality standards, quality assurance methodologies, and quality best practice.
• Ensure quality standards are applied consistently across teams, departments, and customer contact channels.
• Develop, review, and maintain quality policies, procedures, guidance documents, and supporting materials.
• Conduct periodic reviews of quality measures to ensure they remain relevant, effective, and aligned to business objectives.
• Lead and facilitate regular calibration sessions with Team Managers, Team Leaders, and key stakeholders to ensure consistent interpretation and application of quality standards.
• Review quality scoring across operational teams to identify inconsistencies, trends, and opportunities for improvement.
• Challenge and resolve discrepancies within quality assessments to ensure fairness, consistency, and accuracy.
• Maintain calibration records and monitor completion of agreed improvement actions.
• Conduct validation reviews and governance audits to ensure adherence to quality standards and operational controls.
• Analyse quality performance data, customer feedback, complaints, audit findings, and operational trends.
• Produce regular quality reports, dashboards, management information, and performance insight for operational and senior leadership teams.
• Identify root causes of quality issues and provide practical recommendations to improve customer outcomes and operational performance.
• Monitor quality-related risks and escalate concerns where appropriate.
• Present quality findings, trends, and recommendations to stakeholders across the business.
• Work collaboratively with Operational Leaders, Learning and Development, Customer Experience, Compliance, and Continuous Improvement teams to improve service quality.
• Support coaching and development initiatives through quality insight and performance analysis.
• Promote a culture of continuous improvement and quality excellence across Customer Operations.
• Maintain accurate, auditable records of quality assessments, governance activity, calibration outcomes, and quality reporting.