Quality Assurance Associate (Call Centre)
This is an exciting opportunity to join an award-winning Company as a Quality Assurance Associate. Conduent are a Global Business Processing Outsource company. The contract in Leeds supports a busy transportation client and involves managing calls, image review, and correspondence.
Contract: Full time, Permanent
Hours: 37.5 hours per week, Monday to Friday.
Site: Office-based at Leeds City Office Park, LS11 5BD
Salary: £26,250
As a Quality Assurance Associate, you will be required to review customer interactions and evaluate performance against our Quality Marking Framework. This role is crucial in ensuring contractual compliance is delivered by our operational teams across the contact centre. The ideal candidate will have experience within a call centre environment with exceptional attention to detail.
Key Responsibilities:
Monitor calls to ensure that customer conversations meet the standards set by the client and mark these against our Quality Marking Framework. Provide constructive feedback to operational colleagues to promote improvement.
Monitor email correspondence and service request interactions to ensure that all elements of the request are responded to. Review the content against our Quality Marking Framework and provide feedback on grammar, spelling and construction of the replies.
Monitor manual reviews conducted by operational colleagues on automated processing to ensure accurate details are captured. Feedback findings timely and accurately to support corrections and improvements to be made.
Maintain task trackers to enable fair distribution of checks carried out across the Quality Team.
Attend and contribute to meetings, calibration sessions and reviews held with various team members and departments representing the quality team and promoting best practice across the business.
Comply with company standards and policies in line with our values including adherence to quality and information security requirements to maintain our ISO9001:2015 & ISO27001:2022 certification.
Essential skills:
Excellent listening skills, understanding of complex queries, and attention to detail.
Ability to produce unbiased constructive feedback to support operational areas with improvement opportunities and coaching content.
Ability to follow instructions, working either independently or with other members of the quality team to deliver results.
Engage with colleagues at all levels.
Excellent verbal, writing & communication skills.
Call centre quality experience (Desired)
What we offer you:
33 days annual leave (inclusive of bank holidays)
Life Assurance Scheme
Private Dental Scheme
Excellent Online Learning Platform
Free Eye Tests
Mentoring Programs
Travel & parking information:
We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
About the TeamConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.
Skills Required
- Excellent listening skills and attention to detail
- Ability to produce unbiased constructive feedback and coaching content
- Ability to follow instructions and work independently or in a team
- Ability to engage with colleagues at all levels
- Excellent verbal, writing and communication skills
- Adherence to quality and information security requirements (ISO9001:2015 & ISO27001:2022)
- Call centre quality experience
Conduent Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Conduent and has not been reviewed or approved by Conduent.
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Healthcare Strength — Health coverage is broad, with multiple plan options, preventive care at 100%, telemedicine access, behavioral health support, and wellness resources.
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Leave & Time Off Breadth — Paid time off, holidays, sick days, volunteer time, and parental leave are included, offering multiple avenues for rest and personal needs.
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Wellbeing & Lifestyle Benefits — Perks include childcare and commuter benefits, fitness stipends, discount programs, an Employee Assistance Program, and a remote work program that support overall wellbeing.
Conduent Insights
What We Do
Conduent delivers mission-critical services and solutions on behalf of businesses and governments — creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward. At Conduent, we are one team with one mission. When you join Conduent, you are engaged in creating the future — both our company’s and your own. You’ll have the opportunity to grow and thrive through experiences and formalized learning programs.
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