Office Based - 37.5 hours per week Here at the Pure Group we are experiencing very exciting times, with a tremendous, fast paced growth plan, and significant investment within our environments and service expansions.Who Are We?Pure is a highly successful Group with uniquely different facets to its business – we are the market leaders, and the best-known brand in a growing sector.Our customers know us, love speaking to us and really value the service we offer, but it’s not just what we think, it’s what our customers say through our thousands of 5 star Trustpilot reviews!To fit with our Pure culture, you will have a positive outlook to work, enjoy being part of a team – a positive team player, that significantly contributes to our magnificent future development, flexible and positive in attitude, and willing to go the extra mile to get the job done!We work hard at Pure to ensure our success, and we are rewarded and respected for it.What are we looking for?We are seeking a highly motivated and detail-oriented Quality Assurance Executive to join our team. In this role, you will be responsible for ensuring that our customer service and sales performance meet the highest standards by upholding our company’s quality framework, regulatory requirements, and customer expectations.As a Quality Assurance Executive, you will play a key role in evaluating and improving team performance, providing constructive feedback, and fostering a culture of continuous improvement. You will work closely with sales, customer service, and support teams to drive performance, maintain consistency, and uphold the company's service values and ethos.Key Responsibilities:Conduct call evaluations in line with the Quality Assurance (QA) framework, ensuring adherence to company standards.Identify and escalate complaints or breaches to management promptly, providing feedback that supports effective coaching and staff development.Maintain a high standard of professionalism, ensuring transparent communication and reflecting the company’s service ethic in every customer interaction.Ensure compliance with regulatory guidelines and QA framework requirements.Stay updated on relevant systems, processes, and procedures to ensure accurate evaluations and feedback.Implement initiatives to address performance gaps and enhance phone handling across teams.Provide clear and actionable feedback to customer service, sales, and support agents, promoting continuous improvement.Support ad-hoc QA tasks as needed to meet business requirements.Skills and Experience:To be successful in this role, you will need to have:Proven experience in Quality Assurance, with a strong understanding of QA frameworks.Excellent verbal and written communication skills, with the ability to deliver feedback clearly and professionally.Previous experience in a call centre environment, ideally in sales or customer service.Familiarity with the financial services and/or funeral industries is a plus, but not essential.A solid understanding of FCA guidelines is preferred, but not required.A customer-centric approach with a commitment to delivering outstanding service.High attention to detail and accuracy in evaluations and reporting.Our Benefits Generous 30 days holiday plus bank holidays Bupa Health Cash Plan and Life Assurance, upon successful completion of probation. Employee Assistance Programme, including access to a 24/7 confidential support. Auto enrolment into Company Pension, or option for SMART Pension. Cycle to work scheme.A very friendly working environment with free on-site parking. If you are wanting to join a business, that is fast moving, makes things happen, and has the means to invest in its future and its people, and respects what you do, then this could be just the job you are looking for… Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed.We reserve the right to close this advertisement early if we receive a high volume of suitable applications.
