Quality Assessor

Contract: 6-Month Secondment/FTC
Location: Nottingham (Support Office)
Closing date: 04/03/26
Recruitment Partner: Daniel White


We have an exciting opportunity to join the Customer Support Centre Quality Team under the leadership of the Quality Assurance Manager.

Are you passionate about ensuring exceptional customer experiences Were seeking a Quality Assurance Specialist to join the Customer Support Centre (CSC) to champion quality across our customer interactions.

This is a great opportunity for you to build on your stakeholder management skills (internally and externally) and to play a key part in shaping outstanding customer service and quality for the CSC


What youll be doing

Your goal as a Quality Assessor is to maintain a high and consistent level of support quality across the CSC. It is your responsibility regardless of the agent approached or the support channel used to ensure that customers always get similarly excellent service. Youll be enthusiastic about the customer experience relentlessly advocating for our customers and the execution of exceptional service. You will demonstrate all-around knowledge of Boots CSC KPIs internal systems processes and policies across at least two core departments ( Loyalty Customer Care Pharmacy) to ensure evaluation accuracy and enable effective coaching.


Key responsibilities

• Evaluate quality performance via all work streams.
• Accompany evaluations with meaningful and constructive feedback.
• One-to-one delivery of Quality Assurance evaluation results to advisors
• Track the number of Quality Assurance evaluations to ensure all advisors are in receipt of regular monitoring and feedback sessions in line with the quality directive.
• Analyse individual quality performance to identify any coaching or training requirements
• Create strategies to improve support and operational KPIs.
• Identify and escalate any risk to the business from a quality perspective.
• Liaise with the Quality Assurance Specialist Team Leaders and Training Mentors
• Review and maintain Quality Assurance Scorecards ensuring theyre fit for purpose
• Review and maintain Knowledge Base articles ensuring content is updated
• Review and maintain HTML Email Templates ensuring theyre fit for purpose
• Additional projects and tasks to allow your creativity to flourish

What youll need to have (our must-haves)

• Experienced customer service agent across a minimum of two core departments ( Loyalty Customer Care Pharmacy)
• Completed Quality training and have experience of completing Quality Assessments.
• Experience in training and development & delivering coaching.
• Capable of delivering constructive feedback.
• Knowledge of goal-setting practices.
• Understanding of basic operation metrics and how support impacts those
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Collaborative across different teams and team members.
• Proficient in Microsoft Excel CSC specific systems (CORS Salesforce Verint)

It would be great if you also have

• Hands-on experience in quality assurance
• Experience on the Floor Support line in the CSC or CSC Mentor experience

Rewards designed for you

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday discounted gym membership life assurance activity passes and much more.
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.

Theres lots more in our benefits and discounts MyBoosts - there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.


About The Boots Group

The Boots Group is a trusted leader in healthcare pharmacy and retail operating across 11 countries - including the UK Ireland Thailand and Mexico. The Boots Group brands - including Boots Boots Opticians No7 Beauty Company Farmacias Benavides and Alliance Healthcare - are trusted and well recognised healthcare and beauty businesses serving millions of customers and patients every day in communities around the world. We are proud to be an equal opportunity employer passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.


Whats next

If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service) PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon.

Be brilliant with Boots.

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Quality Assessor