Quality Control Assessor

Job Description Were looking for a detail-driven Quality Control Assessor to join our team and play a key role in maintaining high standards across all customer interactions. In this role, you will review and validate outputs from automated quality assurance systems and interaction analytics platforms, ensuring accuracy, consistency, and regulatory compliance across all monitored channelsincluding calls, email, chat, and more.Working closely with the Interaction Analytics Manager, QA Manager, and Operations leadership, youll provide valuable insights into trends, highlight risk areas, and support continuous improvement within the contact centre.This role suits someone who is highly organised, able to manage a busy and often repetitive workload, and can quickly adapt when priorities change or issues arise.About usAt Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.What Will Your Day-to-Day Look Like?Full accountability of daily exception reports from Interaction PlatformDaily quality checks on outputs / themes carried out.Feedback reports returned to interaction manager; QA manager and OperationsQuality checks on accounts returned by Operations.Interaction analytics support.Review and checking of interaction query builds and automated scorecardCompiling monthly client data reports and completing quality checks as per ad-hoc requests from client.The ideal candidateRequired Skills & ExperienceExperience with automation tools or AI in a regulated contact centreExperience of contact centre QA monitoringUnderstanding of customer experience, FCA regulations, and conduct risk in a financial services environment.Competent in tools like Excel, CRM or call recording systems.Able to interpret data and uncover root causes, inconsistencies, or areas of concern.Clear, concise written and verbal communication skills; capable of producing well-structured reports and delivering actionable feedback.Were Looking for Someone Who HasHigh attention to detail and commitment to qualityAn objective and fair-minded approach with a strong sense of integrityThe ability to be curious, analytical, and able to challenge assumptions constructivelyA proactive nature and self-motivated, with a continuous improvement mindsetThe Application TimelineA first stage video call with the internal talent acquisition team (15-minute call)A teams or face to face interview with the hiring manger (max 60 minutes)Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application ASAP to avoid any disappointment.If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.Why you should be EXCITED to apply...26,000-30,000 DOE + up to 20% of your annual salary, paid as a bonus.This role is hybrid and based at our Blackpool office - conveniently located as the end of the m55.37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday.The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.And many more benefits to support your wellbeing and professional development.We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [email protected] NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.

Created: 2025-12-16