Job Title and Location
QA Insights Specialist - Principal CoordinatorNottingham Trent House, Nottingham, United Kingdom.
About this role
This role is part of a fast‑paced team delivering quality assurance, actionable insights, and reporting across multiple communication channels and operational lines. You will monitor agent interactions, provide actionable insights, and influence improvements to customer outcomes.
- Monitoring and Evaluation
- Track, evaluate and report on performance & process execution across channels and lines of business.
- Deliver assurance and proactive insight into customer outcomes, process adherence, training gaps, error trends, root causes and system failures. - Validation
- Re‑perform QA monitoring to ensure consistent, correct outcomes aligned with QA standards and methodologies, providing feedback and coaching. - Calibration
- Lead end‑to‑end calibration cycles: preparation, documentation, ...