Job Type: Permanent
Job ID: 169183
Are you excited by the prospect of joining an industry-leading business as they continue to expand?
We have an opportunity for an experienced Contact Centre Quality Analyst to join a motivated team during an exciting period of growth. You will ensure all agents are meeting both industry and company compliance and quality standards.
Great working hours Monday to Thursday 10am – 6.30pm and an early finish on Fridays. No weekends!
Manchester City Centre call centre.
The starting salary is £24,000.
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 about customer experience
Ability to work under pressure, manage your time effectively and work on your own initiative
Excellent communication skills at all levels
If you’re a Quality Analyst passionate about delivering exceptional customer experiences, we’d love to hear from you. Send your CV across today and a member of our team will be in touch.