Salary: £24,000 + Benefits
Job Type: Permanent
Job ID: 168563
Call Centre Quality Analyst - £24,000 + Benefits
Starting salary of £24,000
Great working hours – Monday to Thursday 10am – 6.30pm and early finish on a Friday. No weekends
Initially a home working role with a view to being in the office next year
Manchester City Centre
This is a rare opportunity to join an industry leading business as they continue to expand their operation due to on-going success. An experienced Call Quality Analyst you will help the business grow by ensuring all agents are meeting both industry and company compliance and quality standards.
In this role you will work alongside the management team to help improve overall performance and develop the quality framework.
Conducting call quality checks using a scorecard, ensuring all calls meet the agreed customer service and compliance standards.
Providing feedback to both agents and managers
Producing monthly MI reports on performance, identifying trends and opportunities
Continuous improvement of the quality framework and structure
Previous experience in a contact centre call quality role within a regulated environment
Excellent analytical, decision making and problem-solving skills
Passionate customer experience
Ability to work under pressure, manage your time effectively and work on your own initiative
Excellent communication skills at all levels
Key words: Call Centre Quality Analyst, Call Quality, Quality Analyst, Compliance, Quality,
Salary £24,000 + Benefits
Please apply immediately via the link…