Quality Control jobs in United Kingdom
Quality Assurance Analyst Consumer Contact Centre
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Quality Assurance Analyst Consumer Contact Centre
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
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
Tools
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.
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
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%)
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!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.