Quality Assurance Officer

Quality Assurance Officer

Leeds (LS1 & LS28) ¦ Hybrid Working
£28,548 + 10% Annual Bonus

Are you passionate about quality, compliance, and delivering great customer outcomes?

At Lantern, we're looking for a Quality Assurance Officer to help ensure our customer communications consistently meet the highest standards of quality, regulatory compliance, and customer care. This role offers the opportunity to make a real impact by driving continuous improvement across both our internal teams and outsourced partners.

What You'll Be Doing

• Monitoring customer interactions across multiple channels, including calls, emails, and written communications.
• Assessing interactions against Lantern's quality framework and providing clear, accurate feedback.
• Reviewing communications completed by both Lantern colleagues and outsourced partners to ensure compliance and fair customer outcomes.
• Identifying root causes of quality failures and recommending improvements.
• Escalating business risks and compliance concerns where required.
• Supporting client audits through data gathering, analysis, and preparation of findings.
• Participating in and leading quality calibration sessions with operational teams and managers.
• Tracking and reporting remedial actions to support ongoing quality improvements.

What We're Looking For

• Minimum of 2 years' experience in a Quality Assurance, Collections, or regulated customer service environment.
• Knowledge of relevant regulatory frameworks, including FCA, CSA, and ICO requirements.
• Strong analytical skills and excellent attention to detail.
• Confident written and verbal communicator.
• Experience facilitating meetings, coaching conversations, or calibration sessions.
• Ability to prioritise workloads and meet deadlines in a fast-paced environment.
• Accurate record-keeping and reporting skills.

Why Join Lantern?

• 10% Annual Bonus
• 25 Days Holiday (plus Bank Holidays), increasing with service
• Option to Buy Additional Annual Leave
• Hybrid Working
• Career Development and Progression Opportunities
• Supportive and Collaborative Culture
• Regular Team Social Events
• On-site Parking at LS28

If you're looking for an opportunity to influence quality standards, support regulatory excellence, and contribute to outstanding customer outcomes, we'd love to hear from you.

At Lantern, we’re a market leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. We’re known for our empathetic and bespoke approach to all types of communications with our customers.

Over the past 17 years, we’ve built a solid reputation we’re proud of and we’ve got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.