Customer Success Quality Assessor - #143742

About the Company

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

About the Role

We are seeking a detail-oriented and analytical Customer Success Quality Assessor to evaluate and enhance the quality of customer interactions across our customer success team. This role is critical in ensuring that our customer-facing teams deliver consistent, high-quality service that aligns with our brand values and customer satisfaction goals to drive customer retention.

Responsibilities

• Quality Monitoring: Conduct audits and evaluate customer interactions (calls, emails, customer meetings) for adherence to quality standards, tone, accuracy, and effectiveness.
• Feedback & Coaching: Provide constructive feedback to Customer Success Representatives to improve performance and customer experience.
• Reporting & Analysis: Compile and analyse quality assessment data to identify trends, gaps, and opportunities for improvement.
• Process Improvement: Collaborate with Customer Success leadership to refine quality assurance processes and training materials.
• Compliance & Standards: Ensure all customer interactions comply with internal policies, industry regulations, and data protection standards.
• Calibration Sessions: Participate in regular calibration meetings to ensure consistency in quality evaluations across the team.

Qualifications

• Proven experience in a Customer Success, Quality Assurance, or Customer Support role.
• Strong understanding of customer success principles and best practices.
• Excellent communication and interpersonal skills.
• High attention to detail and strong analytical skills.
• Ability to provide clear, actionable feedback.
• Familiarity with CRM and QA tools (e.g. Salesforce, ChurnZero, Guru etc.)
• Experience in a SaaS or tech environment is a plus.
• Ability to work independently and manage multiple priorities.
• Proactive mindset with a passion for continuous improvement.
• Empathy and diplomacy when addressing performance issues.

Benefits

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office