Quality Assurance Executives Location: Andover – 37.5 hours per week We are the Pure Group, and for all those fantastic Quality Assurance professionals out there, looking for a new direction and new career, this is the moment to join our “well-respected” QA team - who are truly valued, and integral to supporting us to maintain our quality standards, our reputation, and our 5* customer service. For this role, we are happy to explore combinations of hybrid working. Who Are We? The Pure Group was formed with the primary focus to disrupt the market and has successfully grown into a very successful collective of companies, specialising in end of life and later life planning including funeral plans, insurance products and Cremation services. We are fast moving, high growth, entrepreneurial, direct to consumer, and regulated by the FCA.Our locations include Hampshire, Midlands, and Scotland, with a continued expansion programme. We are the market leader, and our brand awareness is phenomenal, being the best known brand in a growing sector. We have more 5* reviews on Trustpilot than any of our competitors, with focussed ambition for continued growth, whilst maximising our competition edge. We have strong Pure Values and take pride in caring deeply about our customers and their loved ones. We take accountability, and we never settle for second best - working at Pure means being part of a growing, exciting Group, which makes a real difference to the people we serve.What does our successful QA Executive look like? Highly motivated, detail-oriented with a proven track record in Quality Assurance, and a strong understanding of QA frameworks. They have a blend of skills - keen analytical abilities, high attention to detail and accuracy, excellent listening, verbal, and written communication skills, with the ability to deliver feedback clearly and professionally.A positive team player, empathetic and supportive towards others, and able to work autonomously. Has a deep understanding of what quality means, and is passionate about ensuring high standards, by upholding our Pure quality framework, regulatory requirements, and customer expectations. Previous track record within a sales or customer service environment, and familiarity with financial services and the FCA regulations a plus but not essential.The Role The QA Executive is responsible for overseeing and ensuring the quality delivery of our products and services, playing a key role in evaluating and enhancing team performance, providing constructive feedback, and fostering a culture of continuous improvement. Working closely with our Sales, Customer Service, and Support teams to drive performance, maintain consistency, and uphold our Pure Values.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. Our Benefits Generous 30 days holiday plus bank holidays Bupa Health Cash PlanLife AssuranceCompany Pension, or option for SMART Pension. Family friendly occupational benefitsEmployee Assistance Programme, including access 24/7Comprehensive InductionLearning and Development AcademyDiscounted Gym membershipCycle to work scheme. Friendly and supportive, modern working environments, with free on-site parking! If you are wanting to join a Group, that is fast moving, makes things happen, and has the means to invest in its future and its people - and truly respects what you do, then this could be just the job you are looking for… The Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment. We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We reserve the right to close this advertisement early if we receive a high volume of suitable applications.
