Quality Assurance Consultant

Established in 1998, Joblogic is the UK’s leading Field Service Management (FSM) software platform, operating globally with offices in the UK, Pakistan, and Vietnam. Since a management buy-out in 2013, the company has experienced significant growth, expanding from approximately £500K ARR to over £35M ARR and growing its team from 11 to more than 500 employees. Recently, Joblogic secured a strategic investment from Vista Equity Partners, a global technology investor specializing in enterprise software. This investment, exceeding £100 million, will accelerate Joblogic’s AI-first roadmap, expand its platform into Computer-Aided Facilities Management (CAFM), and support its expansion across Europe and beyond. Joblogic serves over 100,000 users in industries such as HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, helping service contractors streamline operations, improve profitability, ensure compliance, and drive growth through intelligent automation and data-driven decision-making.

As a Quality Assurance Consultant, you will play a crucial role in maintaining consistent, high-quality support across the team. Your responsibility is to ensure that customers receive excellent service regardless of the agent or support channel they engage with. You will monitor, evaluate, and enhance support interactions to uphold the company’s standards and contribute to continuous improvement.

Key Responsibilities:
- Maintain and develop internal support and call center quality standards.
- Review a selection of support agents’ communications, including calls, emails, and chats.
- Assess support interactions against established internal criteria.
- Provide meaningful, constructive feedback to agents based on evaluations.
- Conduct regular feedback sessions with agents to discuss performance and areas for improvement.
- Analyze customer service metrics and evaluate how the support team’s performance impacts key performance indicators (KPIs).
- Support agents in improving their skills through specific guidance and ongoing assistance.
- Identify training and onboarding needs and initiate relevant programs.
- Monitor customer service performance at both individual and team levels.
- Prepare detailed reports reflecting support performance.
- Communicate support team performance to team leads and management.
- Participate in calibration sessions to ensure consistency in evaluations.
- Positively contribute to the overall team culture.

Required Qualifications:
- Bachelor’s degree.
- Experience in customer service roles.
- Demonstrated analytical skills with a proven track record.
- Hands-on experience in quality assurance processes.
- Strong interpersonal skills with the ability to deliver constructive feedback effectively.
- Good organizational skills and familiarity with goal-setting methodologies.
- Understanding of basic business metrics and how customer support influences them.

Preferred Qualifications and Benefits:
- Experience working within a global team environment.
- Strong problem-solving skills to develop strategies that enhance support quality.

Remuneration and Benefits:
- Competitive salary aligned with experience and skills.
- Professional work environment offering growth and development opportunities.
- Life and medical insurance coverage, including family members.
- Outpatient department (OPD) benefits.
- Provident fund contributions.
- Access to gym facilities.
- Maximum 45 working hours per week (Monday to Friday).
- Remote working options during pandemic situations.
- Company-sponsored trips.
- 29 annual leave days, including bank holidays.
- 8 sick and uncapped compassionate leave days, as per company policy.

The hiring process includes an initial technical interview with the Quality Assurance Consultant Team Lead, followed by a final technical and cultural interview with the Head of Department. This role offers a unique opportunity to join a rapidly growing SaaS company on its journey to £100M ARR and beyond.