Quality Assurance Specialist

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.

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