Quality Analyst (Contact Centre) (UK Wide, Work at Home, UK, GB)

Key Details Salary: £24784.50 per annum, paid monthly Benefits: Incentive programme, employee recognition platform, progression opportunities, and an award-winning culture! Opening Hours: Shifts between Monday to Friday, 08:00 to 17:30 Contract Type: Permanent, full-time (37.5 hours per week) Location: Work from Home, UK-based only Please note that we are unfortunately not able to offer sponsorship for this role. What will I be doing? As a Quality Analyst you will support the operation to drive and deliver the quality framework set in place by the client and ultimately drive an outstanding customer experience. Be a strong influencer with an ability to support at Team Manager level and above in order to deliver key metrics to support the customer journey. This will be achieved through calibrations, call monitoring, assisting with audits and general support as required to ensure the success of our Service Quality interventions. Primary Responsibilities Listen to recorded or live customer interactions (calls, chats, emails etc) to assess the quality of service provided daily and weekly. Deliver induction training Create weekly and monthly reporting data to interpret and identify focus areas in order to drive improvements in performance. Deliver feedbacnk and coaching to agents on a daily and weekly basis. Liaise with other key stakeholders to continually support implementation of change projects utilising key insights to ensure successful launches. Delivers and presents actionab