Quality Assurance Analyst

About Us:

At Get Licensed, we help people get training, get licensed and find work, and we do this by leveraging technology to make the whole process as efficient and easy as possible. We operate across a number of verticals, and we’re looking to expand those verticals to cater to demand in the UK.

We've helped more than 400,000 people get licensed and find work and are consistently rated 5-star on Trustpilot with over 32,000 reviews. Get Licensed is a fast-paced technology business at heart (the majority of our team are developers or tech wizards), and we are at an exciting stage of our business, having tripled since 2020. We have ambitious plans to significantly scale our existing business, broaden our product suite, and continue to grow profitably revenue year on year, with a clear roadmap of how we will get there. We are looking for a full-time Quality Assurance Analyst to join our QA team.

The QA Analyst will report to our head of department based in Pakistan,

and together they will create a positive and productive working environment, agree on objectives and deliverables which will be achievable,

and which will also drive the business forward.

The ideal candidate will be a skilled Quality Assurance Analyst with hands-on experience in QA tools and performance monitoring. They’ll lead evaluations, deliver actionable feedback, and support continuous improvement across customer interactions. Working closely with the QA Lead, they’ll help shape scalable QA processes while embodying Get Licensed’s values of agility, curiosity, excellence, and care.

What you will be doing:

• Conduct 70+ evaluations per day across sales and customer support interactions (calls, live chats, and emails).
• Perform live monitoring of agents to assess communication quality and real-time problem resolution.
• Deliver timely, constructive, and actionable feedback to agents
• Conduct 1:1 coaching sessions or group training sessions to improve quality performance.
• Assist in developing and maintaining QA scorecards aligned with business goals.
• Contribute to the design, execution, and optimization of QA frameworks and processes.
• Analyze performance data and work with team leads to identify trends and opportunities.
• Maintain documentation of performance issues, coaching outcomes, and QA scores.
• Collaborate with QA Lead and Ops Team to drive quality and compliance

What we are looking for:

• Knowledge of QA standards and quality monitoring processes
• Hands-on experience with QA tools such as Playvox, Scorebuddy, Voxjar or similar
• Proven ability to design or contribute to QA scorecard development
• Excellent verbal and written English communication skills
• Strong analytical mindset with attention to detail and critical thinking

Expected Behaviours:

We are committed to achieving excellence, whilst having fun and being highly curious. We are passionate about hiring fantastic individuals who thrive in an open, fast-paced and collaborative environment, who are accountable to themselves, take responsibility from day one, and are willing to roll their sleeves up to get stuff done.

There are certain behaviours that we expect from our colleagues, and the key ones are set out below. Fundamentally we expect everyone at Get Licensed to Do The Right Thing. We measure performance against these behaviours as part of each employee’s quarterly review:

• Be empathetic - Be kind and treat others how you would like to be treated
• Remain curious - ask questions, continually learn, and strive for better
• Empower people - share your knowledge, lend a helping hand, and make people feel valued
• Think big - Think differently, be agile, act on great ideas quickly – there is always a better way of doing something
• Delivery quality - Work to a standard of which you are proud - be efficient, take ownership, deliver and celebrate successes

Our People Promise at Get Licensed is to provide joy, knowledge and prosperity for our team members, customers, and shareholders. We believe that looking after our people is paramount, and the pathway to success