Customer Service Quality Assurance Analyst

About Chemist4UChemist4U 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.” With a fast-growing, innovative team, we deliver trusted pharmacy care straight to our customers’ doors.Join us and be part of a company that’s transforming healthcare and making a real difference every day.Our Purpose: Help everyone feel better, sooner.The Mission: Empower everyone to take control of their health by providing world class technology and pharmacy services.Our values: Collaboration • Integrity • Positivity • Growth • Customer centricityWe simplify processes and medication management by leveraging cutting-edge technology and empowering our team. Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being.About the roleJob type: PermanentSalary: £28,000Working 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.Location: Lancashire, WN8As 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.Key ResponsibilitiesIn this role, the Customer Service Quality Assurance Analyst will play a vital part in elevating our customer experience. Your main responsibilities will include:Evaluate customer service interactions against the defined standardsProvide regular updates to customer service team leaderMaintain accurate records of outcomes at agent, team and department levelWork collaboratively with the Customer Service leadership team to track coaching activities and resultsProvide support to Team Leaders through delivery of targeted evaluations as part of onboarding and training route to competenceMaintain up-to-date knowledge of products and servicesCollaborate with internal teams to address concerns and improve service, working closely with Customer Services leadership teamKeep detailed and accurate records of customer interactions and transactionsFollow company procedures and all relevant regulatory guidelines.About YouYou’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.Qualifications & ExperienceTo succeed in this position, you will need to demonstrate the following skills and experience:Strong analytical skills, you will have the ability to analyse data and identify trends to improve processesExcellent attention to detail, you will have a meticulous approach to ensure that no detail is overlooked in quality assessmentsConfident and articulate communicator, you will have excellent verbal and written communication skills for effective collaboration and reportingStrong grasp of technical concepts and familiar with quality monitoring standards and frameworksAdvanced organisational skills with the ability to multitask and prioritise workload effectively.Company benefitsWorking 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. And that’s just the start. We also offer:Discounted gym membershipPension schemeFunded trainingEnhanced Maternity & Paternity30 days holidayHealth & Wellbeing benefitsStaff discountSick Pay SchemeBlue light card membership is availableFree seasonal flu vaccinationRegular social events.