Customer Service Quality Assurance Analyst
2 days ago
Chemist4U is one of the UK’s largest online pharmacies, making medicines, expert advice, and everyday health essentials easier to access than ever. We’re redefining modern healthcare and helping people “feel better for less.” Help everyone feel better, sooner.
Empower everyone to take control of their health by providing world class technology and pharmacy services.
Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being.
Permanent
Working Pattern & Hours: Flexible to work Monday–Friday across shifts between 8:30am–5:00pm and 1:00pm–9:30pm, with availability to work one Saturday every four weeks.
As a Customer Service Quality Analyst at Chemist4U, you will be responsible for ensuring that our services meet customer expectations, regulatory requirements and are in line with our values. Your role is to assess customer service interactions through monitoring, evaluating and providing analysis to the Customer Service leadership team for assurance of quality of outcomes, making recommendations for improving customer satisfaction.
In this role, the Customer Service Quality Assurance Analyst will play a vital part in elevating our customer experience. Evaluate customer service interactions against the defined standards
Provide regular updates to customer service team leader
Work collaboratively with the Customer Service leadership team to track coaching activities and results
Provide support to Team Leaders through delivery of targeted evaluations as part of onboarding and training route to competence
Maintain up-to-date knowledge of products and services
Collaborate with internal teams to address concerns and improve service, working closely with Customer Services leadership team
Follow company procedures and all relevant regulatory guidelines.
You’re an analytical and detail-focused individual who excels at interpreting data, spotting trends, and using insights to improve processes. As the Customer Service Assurance Analyst you will be proactively auditing a wide range of customer interactions, providing positive and constructive feedback to the customer service team to support continuous improvement.
Strong analytical skills, you will have the ability to analyse data and identify trends to improve processes
Excellent attention to detail, you will have a meticulous approach to ensure that no detail is overlooked in quality assessments
Strong grasp of technical concepts and familiar with quality monitoring standards and frameworks
Working with an NHS-focused organisation means doing work that truly matters, every day, you’ll help make a real, positive impact on the lives of patients across the UK and Ireland. Discounted gym membership
~ Pension scheme
~ Funded training
~ 30 days holiday
~ Health & Wellbeing benefits
~ Staff discount
~ Sick Pay Scheme
~ Free seasonal flu vaccination
~ Regular social events.
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