Quality Analyst

Job Type:
Job Sector:
Customer Service
East Midlands
Salary Description:
TalentSpa Recuitment
Job Ref:

Quality Analyst

Location: Nottingham

Salary: Competitive

Duties and Responsibilities:

Main Job Purpose

This role is about ensuring every one of our customers receives excellent customer service whenever and however they choose to contact us.

As a Quality Analyst you will be responsible for the monitoring of all interactions our agents have with customers to ensure a good outcome is reached. You'll be enthusiastic and committed to contributing to the feedback and support of agents, both in person through dedicated coaching sessions and in writing through detailed scorecards.

You will work closely with your colleagues to ensure they consistently deliver the message that the customer is at the heart of everything we do. You'll quickly become knowledgeable in the company's processes and procedures, making you the expert when it comes to providing customers with the best outcome regarding their situation.

As an integral part of the QA team you will be vital in supporting the business's goals of providing a world class customer experience and developing a group of agents who are dedicated to their customers.

Key Tasks

Uphold Customer Service Standards

* Carry out 1 st line assessment of all customer contact across our phone and administration departments
* Evaluate whether the correct outcome has been reached for our customers through detailed observations
* Provide written and verbal feedback with the aim of coaching agents to deliver an outstanding customer experience
* Liaise with our Team Managers to enable quality, targeted feedback
* Apply an objective, constructive and logical approach when conducting monitoring
* Effectively manage your time to ensure you achieve your targets; the ability to work on your own, use your initiative and take ownership is vital
* Build positive relationships with colleagues across the business to encourage collaboration for success
* Assess customer service in line with our internal policies and processes, TCF guidelines and FCA requirements; the overriding principle of "was that right for our customer?" should guide everything you do
* Collate and format quality audit results to provide commentary and trends to the business on the service our customers receive to enable company wide improvements
* Co-ordinate and facilitate call calibration sessions with our customer facing teams
* Identify and escalate gaps in process or training requirements that need resolution to improve the customer journey

Build Revenue

* Contribute ideas for the overall improvement of the service we offer to customers
* Identify gaps in processes and procedures and escalate accordingly

Maintain Operational Standards

* Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions
* Ensure compliance with policies and procedures across all business functions
* Adhere to professional conduct standards as defined by the Company
* Adhere to call company policies and procedures at all times

Skills and Experience :

* Excellent customer service skills, placing customer outcomes as a focal point for all actions and decisions
* Good oral, written and interpersonal communication skills
* Some experience in coaching and providing feedback
* Highly organised and good time management skills; having the ability to prioritise tasks and work independently
* Ability to work collaboratively in a team environment
* Ability to identify streng

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .

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