Quality Assurance Consultant

Joblogic, established in 1998, is the UK’s leading Field Service Management (FSM) software platform with a global presence including 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 increasing its team size from 11 to more than 500 employees. Recently, Joblogic secured a strategic growth 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. With over 100,000 users in industries such as HVAC, plumbing, electrical maintenance, and facilities management, Joblogic is driving innovation through intelligent automation, predictive maintenance, and data-driven decision-making.

As a Quality Assurance Consultant, you will play a vital role in ensuring consistent, high-quality customer support across all channels and agents. Your focus will be to maintain and enhance support standards, ensuring every customer interaction reflects the company’s commitment to excellence.

Key Responsibilities:
- Maintain and develop internal support and call center quality standards.
- Review a selection of support interactions including calls, emails, and chats.
- Evaluate support conversations against established internal standards.
- Provide meaningful, constructive feedback to support agents.
- Discuss feedback regularly with agents to foster improvement.
- Analyze customer service metrics and assess how team performance impacts key performance indicators (KPIs).
- Assist agents in improving their performance through clear guidance and ongoing support.
- 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 team performance insights to team leads and managers.
- Participate in calibration sessions to ensure evaluation consistency.
- Positively contribute to team culture and collaboration.

Required Qualifications:
- Bachelor’s degree.
- Experience in customer service environments.
- Proven analytical skills with a hands-on approach to quality assurance.
- 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 their relationship to support functions.

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

Remuneration and Benefits:
- Competitive salary aligned with experience and capabilities.
- Professional work environment with ample opportunities for growth and development.
- Comprehensive life and medical insurance, including family coverage.
- Outpatient department (OPD) benefits.
- Provident fund contributions.
- Access to gym facilities.
- Standard workweek of 45 hours (Monday to Friday).
- Remote working options during pandemic conditions.
- 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 an exciting opportunity to contribute to a fast-growing SaaS company on its journey to becoming a global leader in field service management.