Quality Management Analyst

JOB ADVERT

Job Title Quality Management Analyst

Location Grey Street, Newcastle (Office Based)

We are looking for a Quality Management Analyst to join our Customer Operations team.

This role is responsible for monitoring and improving the quality of customer interactions, customer outcomes, and operational performance across the business. Working closely with operational leaders, the role provides valuable insight through quality monitoring, reporting, calibration, and performance analysis to help drive continuous improvement and deliver excellent customer experiences.

Key Responsibilities

You will be responsible for

• Conducting quality evaluations across customer interactions and case management activities.
• Completing quality audits and case reviews to ensure consistency and compliance.
• Providing evidence-based feedback to operational leaders to support coaching and performance improvement.
• Leading calibration sessions to ensure consistent quality standards across teams.
• Producing quality reports, dashboards, and management information.
• Identifying trends, risks, and improvement opportunities through data analysis.
• Maintaining the Quality Framework and supporting quality governance across Customer Operations.
• Working collaboratively with Operational, Learning & Development, Customer Experience, Compliance, and Continuous Improvement teams to improve customer outcomes.

About you

Essential requirements for this role include

• Experience within Quality Assurance, Customer Operations, Continuous Improvement, or a similar analytical role.
• Experience conducting quality monitoring or operational audits.
• Strong analytical and reporting skills.
• Excellent communication and stakeholder management skills.
• Ability to provide constructive feedback and influence operational improvement.
• Strong attention to detail and organisational skills.
• Good understanding of customer service quality standards and operational KPIs.
• Competent in Microsoft Office, particularly Excel.

What We Offer

• Competitive salary.
• 25 days annual leave plus bank holidays.
• Employer pension contributions.
• Personal healthcare plan.
• Employee Assistance Programme with 24-hour GP access.
• Group Income Protection.
• Training and development opportunities.
• Personalised career development pathways.
• Supportive and collaborative working environment.
• Company social events.