About this role
SBG are seeking a Quality Assurance (QA) Administrator to join our Operations function. This role plays an important part in maintaining high standards of customer service, operational excellence, and regulatory compliance across the business. The QA Administrator will be responsible for conducting monitoring and quality assurance activities across all customer interaction channels and internal business processes. Working closely with operational teams and stakeholders, you will assess performance against regulatory requirements, industry standards, and internal policies, helping to identify areas for improvement and ensure consistent customer outcomes. The successful candidate will support the delivery of robust quality assurance processes, providing accurate feedback, identifying trends and risks, and contributing to the continuous improvement of operational performance across the organisation. Conduct quality assurance and monitoring activities across customer interactions, business processes, and operational systems to ensure compliance with regulatory requirements, industry standards, and internal policies. Review customer communications, calls, emails, and system-based activity to identify risks, control weaknesses, and opportunities for improvement. Identify, assess, and promptly escalate issues that may result in customer detriment, regulatory risk, or business impact. Analyse monitoring results to identify trends, root causes, and recurring themes, providing recommendations to improve customer outcomes and operational performance. Support the promotion of a customer-centric culture, ensuring fair customer treatment and positive outcomes are embedded across business operations. Ensure adherence to established policies, procedures, and quality standards across all operational functions. Produce accurate and insightful quality assurance findings, highlighting areas of good practice and opportunities for enhancement. Partner with stakeholders across the business to support the implementation of corrective actions and continuous improvement initiatives. Contribute to the development and enhancement of quality assurance frameworks, controls, and monitoring methodologies. Maintain up-to-date knowledge of relevant regulatory requirements, business processes, and industry best practice to ensure monitoring activities remain effective and aligned. Support audits, reviews, and regulatory activities by providing quality assurance insight, evidence, and reporting where required. Undertake additional duties and responsibilities as reasonably requested by the line manager to support the needs of the business.