Quality Assurance Analyst Consumer Contact Centre

Ab Electrolux; Luton; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading home appliance company in Luton is seeking a Quality Assurance Analyst to monitor customer interactions and ensure compliance with company standards. The ideal candidate will excel in data analysis, possess strong communication skills, and bring experience from contact centre operations. This role offers a hybrid working model and opportunities for growth within a global leader.

Benefits

Hybrid working model (3 days office, 2 days home)

Flexible working hours

Growth and development opportunities

Qualifications

• Excellent attention to detail with a passion for maintaining high standards.
• Ability to analyse data and create actionable reports.
• Experience providing constructive feedback and coaching.

Responsibilities

• Monitor inbound and outbound customer interactions for compliance with quality standards.
• Analyse performance trends and prepare reports for management.
• Provide coaching to enhance agent skills and service delivery.
• Collaborate with stakeholders to improve customer experience.

Skills

Accuracy and consistency

Data analysis

Effective communication

Stakeholder management

Experience in contact centre operations

Knowledge of compliance standards

Proficiency in English

Tools

Power BI

Excel

Job description

Your Role

As a Quality Assurance Analyst, you will uphold Electrolux’s commitment to delivering exceptional consumer experiences. You will monitor and evaluate customer interactions to ensure compliance with company standards, regulatory requirements, and contractual obligations. Your insights will drive continuous improvement, support coaching initiatives, and enhance overall performance within the Consumer Contact Centre.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer interactions to ensure quality standards, compliance, and contractual obligations are met

• Analyse performance trends using tools such as Power BI and prepare clear reports with actionable insights for management

• Provide constructive feedback and side‑by‑side coaching to agents and managers to improve skills and service delivery

• Ensure regulated products are sold compliantly and that processes and policies are consistently followed

• Collaborate with stakeholders to identify gaps and implement solutions that enhance the customer experience and drive continuous improvement

About You

• You excel in accuracy and consistency, with a strong eye for detail. This role involves structured processes and repeated tasks, so you’ll need to enjoy working within routine and take pride in maintaining high standards every time.

• You are confident in analysing data and creating reports, and you have experience with tools such as Power BI, and you have strong knowledge and skills with Excel.

• You communicate effectively and know how to give feedback in a constructive way that maintains positive relationships

• You work well with others, managing multiple stakeholders and collaborating across teams

• You bring experience from contact centre operations and ideally have a background in quality assurance

• You are proficient in English, both spoken and written

• You are familiar with contact monitoring tools and compliance standards

• You are comfortable with occasional travel within the UK & Ireland (up to 10%)

Why Electrolux

• Hybrid working model (3 days office, 2 days home).

• Flexible working hours (7.5 hours/day, earliest start 8:00–9:30, finish 16:30–18:00).

• Opportunities for growth and development within a global leader in home appliances.

• Full‑time contract.

Ready to shape living for the better? Apply now and join Electrolux!