QA Insights Specialist - Principal Coordinator

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.

1. 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.
2. Validation
   - Re‑perform QA monitoring to ensure consistent, correct outcomes aligned with QA standards and methodologies, providing feedback and coaching.
3. Calibration
   - Lead end‑to‑end calibration cycles: preparation, documentation, ...