Quality Analyst

4 weeks ago

Burnley, United Kingdom Liberata Full time

Quality Analyst

Key tasks and responsibilities:

  • 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
  • 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

Essential Skills and Attributes:

  • 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.

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