Customer Insight Analyst

8 hours ago

Luton, United Kingdom Prestige Appointments Full time

**Data Analyst** - Analysing the Quality of the Consumer Journey and reporting accordingly to the Management Team

£25,000 + 10% Bonus, Luton, Bedfordshire - Hybrid Working Pattern
- Do you have previous experience of managing, analysing and reporting Data?
- Can you demonstrate the use of data to make or suggest business decisions?
- Are you a confident communicator with the ability to engage and present to stakeholders internally and externally?
- Would you like to work for a large established and credible business?

**Great opportunity, right?**

A few examples of the tasks and responsibilities:

- Using information and feedback directly from our consumers
- Working closely with the Contact Centre Key Stakeholders to maintain a high standard of service and meeting required compliance levels
- Quality mark and analyse agents inbound work including telephone calls and other work streams within a timetable structure
- Providing feedback to the Contact Centre Operations Team
- Working within the Quality Assurance Audit Structure
- Be able to analyse and interpret data for Quality and Call information from business reports including NPS Scores and Quality of Call
- Identify consumer patterns and trends, feeding back to the Contact Centre Quality and Process Manager seeking operational improvement
- Maintain confidentiality of sensitive employee, customer and company data without exception
- Work with NPS/CSAT scoring and relevant databases to suggest improvement in consumer journey
- Monitoring quality and performance levels against targets through feedback, analysing reporting, including Net Promotor Scores, call durations, wait times and conversion
- Responsible for managing expectations by providing feedback and insights
- Build respectful working relationships with all key stakeholders, both internal and external

Keywords: Data Analyst, Quality Analyst, Call Centre Analyst, Call Analyst, Audit Analyst, Analyst, Junior Analyst

Location: Luton, Bedfordshire, Dunstable, St. Albans, Milton Keynes, Harpenden, Hemel Hempstead

**Prestige Appointments are a Recruitment Agency providing permanent resourcing and selection services to employers throughout the UK. 'Placing People in Positions they fit’

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