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Performance Improvement Analyst

2 months ago

Greater Manchester, United Kingdom TalkTalk Telecom Group PLC Full time
Job Description

We are seeking a skilled Performance Improvement Analyst to join our team at TalkTalk Telecom Group PLC.

About the Role

This part-time position involves working two days a week, either Monday and Tuesday or Thursday and Friday. As a Performance Improvement Analyst, you will be responsible for identifying opportunities to enhance operational performance and ensure compliance across all processes.

Key Responsibilities

  • Relentlessly focus on customer experience, prioritizing their needs above all else.
  • Review customer satisfaction and operational metric results daily, weekly, and monthly to identify trends and performance gaps.
  • Analyze qualitative and quantitative data to identify performance and compliance improvement opportunities, using tools like Microsoft Pivot tables.
  • Document current operational processes, identify potential gaps, and contribute to improvement initiatives.
  • Conduct root cause analysis to determine the underlying drivers of performance gaps and monitor call centre operational performance.
  • Produce documentation of key insights, quality analysis, and solution recommendations for internal or client reviews.
  • Support the delivery of new change, minimizing its impact on operational performance.
  • Identify and challenge organizational processes that are unnecessarily complicated, adding value and coaching the organization to inspect and adapt processes.
  • Undertake continuous process improvement, focusing on service levels, quality, and cost reduction.
  • Ensure TalkTalk remains compliant with all provision regulations and industry agreements.

Requirements

  • Customer Focus
  • Data Analysis
  • Stakeholder Management
  • Problem-solving

What We Offer

  • Electric car charging points available at our HQ.
  • Heavily subsidized meals in the TalkTalk HQ Soapworks office in Salford.
  • Access to the Perks at Work platform, offering hundreds of discounts on high street brands.
  • Flexible dynamic working, part of who we are at TalkTalk.