Quality Assurance & Service Delivery Integrity Analyst

Smart PA; City of Edinburgh; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading administrative service provider in Edinburgh is seeking a Quality Assurance & Service Delivery Integrity Analyst to ensure high-quality service delivery. The role involves auditing processes and supporting compliance for key client accounts. Ideal candidates have proven experience in QA roles, an exceptional eye for detail, and strong communication skills. This position offers competitive salaries, growth opportunities, and a hybrid work model.

Benefits

Competitive salaries

Yearly bonuses

Hybrid/remote work options

33 days holiday

Growth opportunities

Qualifications

• Proven experience in a Quality Assurance or compliance role.
• Experience writing concise review reports.
• Practical knowledge of the impact of quality issues on brand reputation.

Responsibilities

• Design and audit service delivery work and internal processes.
• Review outgoing materials for brand standards compliance.
• Document and track quality defects and process failures.
• Establish QA standards and procedures.
• Analyze root causes of quality issues.

Skills

Attention to detail

Strong communication skills

Thoroughness

Analytical skills

Education

Certification in Quality Assurance

Job description

Quality Assurance & Service Delivery Integrity Analyst

Permanent employee, Full‑time – UK and Edinburgh Head Office

£30,000 - £40,000 per year

Job Description

Who We Are

At SmartPA, we don’t just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at SmartPA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!

Key Responsibilities and Skills

What You’ll Do

The Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic, client‑facing department, you’ll be the heartbeat of our business – delivering high‑impact, tailored support to a key client account daily.

In the role of Quality Assurance & Service Delivery Integrity Analyst, you’ll ensure our processes and outputs meet the highest standards. You’ll work closely with teams to review performance, identify improvements, and support consistent, reliable delivery across the business.

This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand, whilst working very closely with a global tech giant.

This role is crucial for risk reduction and ensuring the highest level of quality, consistency, and brand compliance across our team's deliverables and service operations.

What Your Day Will Look Like

• Design and carry out comprehensive review plans and checklists to audit finished service delivery work, marketing content, and internal process changes against established standards and compliance guidelines.
• Rigorously review outgoing material to ensure brand standards, tone‑of‑voice, legal compliance, and operational integrity are strictly maintained.
• Identify, document, and track quality defects and process failures in a centralised tracking system, working collaboratively with teams to ensure issues are resolved promptly and correctly.
• Help establish and maintain clear QA standards and procedures across the team, actively advocating for a quality‑first mindset in all operational workflows.
• Analyse the root causes of identified quality issues and process defects, then collaborate with process owners to implement systemic preventative measures to reduce future risk.
• Collaborate with team members to deliver projects efficiently and resolve challenges proactively.
• Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

Skills

About You

You possess an unwavering eye for detail – nothing escapes your notice. You are a systematic and thorough thinker who is passionate about risk mitigation and safeguarding a seamless, high‑quality client/user experience. You are a diplomatic, clear, and constructive communicator, essential for providing actionable feedback to teams.

Experience

What You’ll Need

Your experience is key but your attitude is what sets you apart.

Essential:

• Proven experience in a Quality Assurance, compliance, or detailed reviewing role within a service‑oriented environment.
• Experience writing clear, concise, and comprehensive review reports and quality documentation.
• Practical knowledge of the significant impact that unspotted quality matters can have on brand reputation, regulatory compliance, and client trust.
• An exceptional, proven eye for detail and a methodical approach to identifying inconsistencies or errors.

Desirable:

• Experience working within a recognised quality assurance life cycle and/or framework.
• Familiarity with process mapping or workflow documentation tools.
• Certification in Quality Assurance or a relevant risk/audit field.

Work Remotely

Yes

Schedule

Monday – Friday. Your working hours will 2:00pm to 10:30pm (UK time), aligned to cover the 9:00am to 5:30pm (EST) business day.

What’s in it for you?

• Competitive Salaries
• Yearly Bonuses based on company, department, and individual performance.
• Department based incentives.
• Hybrid/Remote Work: Whether you prefer a hybrid model or require remote work due to your location, we’re open to discuss options that work for you!
• 33 Days Holiday: Because rest fuels greatness.
• Growth Opportunities: Develop your skills, advance your career and grow with a company reshaping the industry.

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