Customer Service Quality Assurance Assistant - Magazine Subscriptions

What you’ll be doing…

Do you have a background in Quality Assurance within a contact centre environment? We at Future are looking for someone with experience with Quality Assurance to join our team. 

As a Quality Assurance Assistant under the magazine subscriptions brand, you will ensure a top tier and consistent service is provided to our customers while delivering QA goals for the customer service and operations department. 

You'll support the Quality Assurance Manager in the delivery of business-critical goals as part of a supportive and dynamic team. You will support managers in improving QA approaches and procedures. Providing feedback to sampling plans to help address areas of risk, using insight gained from discussing observations with teams. You'll conduct clear, fair and accurate reviews before submitting accurate and concise records.

As a Quality Assurance Assistant you will ensure a satisfactory and consistent service is provided to business partners and customers through quality monitoring work against company processes and procedures all while ensuring the knowledge of the relevant teams within the department is maintained. 

Experience that will put you ahead of the curve…

• Experience working within a quality assurance role within a contact centre or similar experience gained through work experience all while following company deadlines and Service level agreements. 
• Train team members. 
• Work with the operation to understand their needs and lead positive change across the business
• Positively influence internal and external stakeholders to deliver world-class service to customers

• Improve the customer journey through customer feedback

What's in it for you

The expected salary for this role is £25,000

This is a Hybrid role from our Cardiff Office, working three days from the office, two from home

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level P7

Who are we…

We’re Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We’ve got ambitious plans that further build on our growth momentum and unlock new opportunities – and we’re looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are. 

Different perspectives spark ideas, fuel creativity, and push us to innovate. That’s why we’re building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It’s not just about what you bring to the table — it’s about making sure the table has room for everyone.

Because a diverse team isn’t just good for business. It’s the Future.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

Find out more about Our Future, Our Responsibility on our website.

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