About This Role

• Responsible for developing and embedding a consistent QA framework that incorporates manual and automated monitoring processes. Define call scoring standards, behavioural metrics and compliance benchmarks across all business units
• Lead the integration of speech analytics tool (NICE, Nexidia) into the QA process. Define rules and triggers for automated call flagging (eg tone, keyword detection, silence, compliance breaches) and maximise automation to increase call coverage and reduce manual audit effort while preserving QA integrity
• Oversee call and interaction audits (voice and digital) to assess quality, behaviours and outcomes
• Use speech analytics dashboards to identify service trends, risk areas and coaching opportunities
• Facilitate calibration sessions to ensure scoring consistency across teams, with both manual and automated inputs
• Create standardised training materials and guidance for team leaders and QA analysts
• Drive quality improvement initiatives based on data trends, business feedback and root cause analysis
• Produce actionable QA reports combining speech analytics data with manual QA insights
• Establish QA governance structures including policy documentation, audit frequencies and escalation paths
• Collaborate with compliance, operations, L&D, and transformation teams to ensure QA standards align with the wider business and regulatory goals 

• 5 GCSEs (or equivalent) minimum
• Demonstrated ability to design scalable QA frameworks that blend manual and automated methods
• Strong analytical skills, with ability to interpret large datasets and draw meaningful conclusions
• Strong organisational skills, time management skills and attention to detail
• Confident communicator, with experience influencing at operational and leadership levels
• Proficient in use of MS project, Excel, Word and PowerPoint to expert level
• Knowledge of regulatory, compliance and service standards relevant to customer contact
• Proven experience leading QA in a contact centre environment
• Hands on experience with speech analytics platforms and their application to QA
• Experience supporting technology or customer contact centre transformation projects is desirable
• Familiarity with telephony platforms and/or AI driven tools (e.g. call recording, transcription, speech analytics) is desirable
• Understanding of contact centre operations and terminology would be beneficial
• Familiarity with customer journey and experience metrics (eg CSAT, NPS etc) is desirable

The hiring manager to contact is: Trish Parekh Email: trish.parekh@diligenta.co.uk

Apply for this role: