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Quality Analyst

2 months ago

Inverness, United Kingdom Marston Holdings Full time
Quality Analyst Inverness Marston Holdings have grown organically and through acquisition to provide a multitude of end-to-end services that support the implementation of public policy. In a nutshell, we support the government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. We are looking for a Quality Analyst to join our Inverness office on a full-time, permanent basis. The role of a Quality Analyst is to assist in ensuring our quality standards are met on all telephone calls, written correspondence and data processing across all the services we provide in our contact centre. This will involve quality monitoring, maintaining feedback loop with staff and management, and identifying opportunities for continuous improvement. What you will be doing: Monitoring the quality of customer contacts, through all channels Assisting in providing support and guidance to Customer Contact Agents where necessary Providing objective feedback regarding work quality and providing support to allow improvement Assisting in the implementation of improved systems, processes and procedures Building strong relationships with our performance coaches to ensure relevant and up to date training is delivered Identifying functional gaps and helping to develop ways of improving service delivery Supporting with performance management procedures What we are looking for: Highly analytical in approach A willingness to learn and develop Previous coaching and feedback experience A great team player and an ability to work independently Good communication and presentation skills What’s in it for you? Enhanced Maternity and Paternity Package NB subject to eligibility criteria 25 days annual leave plus bank holidays Enhanced Health Cash Plan Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing If this sounds like the job for you, please apply…. New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. Marston Holdings Limited (MHL) is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disa