Quality Analyst

Fancy a role where you support to make a difference?

Have what it takes to drive 1st call resolution and customer excellence, whilst adhering to regulatory requirements.

Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:30-5:30 and don’t work Bank Holidays.

Your NEW job description:

Become part of our Liberata Customer Services team, where we deliver 1st call resolution for customers.

You will play a vital role in ensuring 1st call resolution is being delivered by undertaking Quality Assurance checks on customer services calls, in line with Liberata Customer Services quality framework ensuring policies and process are adhered to and 1st call resolution delivered to our customers. As a result, we are looking for someone who has a good understanding of FCA regulations and guidelines.

We must warn you that your new role is immensely rewarding as you will go home every day knowing you have made a difference for our customers and their families, as you will ensure and report how we are supporting vulnerable customers via inbound calls.

Your role supports continuous improvement within Liberata, by supplying themes and trends to help drive effective 1st call resolution, drive better interaction as the voice of the customer and deliver colleague feedback for the growth and development of our Liberata family

Your required skills:

• Experience of improving performance in a service environment.
• Sound problem solving and decision making skills
• Commercial awareness Understands the strategic direction of the business and actively contributes towards its commercial success
• Experience of working a fast-paced client facing position
• Background working in an FCA regulated environment essential
• A self-driven and proactive approach to assessing calls
• Excellent planning and organisational skills
• Strong attention to detail.
• Ability to communicate effectively with an ability to feedback assessments in a constructive manner.

Your key deliverables:

• Help support the business to deliver 1st contact resolution.
• Work alongside the Training and coach team to ensure colleagues have the tools to complete their job.
• Complete random call assessments, to understand themes, trends and customer demand.
• Assess and ensure Customer Service adherence to Quality & Regulatory standards.
• Support to drive better interactions through service – by becoming a VOICE of our customers.
• Support CCMs by dip checking Quality Monitoring completion of Team Leaders, to ensure quality assessments are aligned.

Your key tasks:

• Create weekly and monthly reports for the Call Centre Manager, Contact Centre Managers, Operational Support manager and Quality Analyst Manager to outline patterns, risks and trends.
• To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.
• Conduct calibration sessions with the Quality Analyst Leader and contact centre team leaders to ensure that assessments are aligned
• Conduct compliance spot checks and advise on themes and trends
• Constantly seeking to improve the business through analysis, creativity, and problem-solving and change initiatives.
• The ability to listen, express and articulate information effectively, facilitating two-way communications to help create a culture of openness and engagement

What’s in it for you

Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services

Our Staff Benefits Include

• Monday to Friday working
• Bank Holidays
• Working only between 8:30 – 5:30
• Free eye tests
• Hybrid working – on a rota basis confirmed with Line Manager
• Cycle to work scheme
• Close to local bus and train stations
• Liberata Customer Services – discounted local parking
• 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts and cash back with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.
• Monthly engagement activities Such as Liberata Beach Parties, Recognition events and more.