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Contact Centre Quality Assurance Analyst

Location

Filton, Gloucestershire

Pay rate, Salary

£33000 - £35500 per annum + 12 month FTC hybrid 3 days office 2 wfh

Contract Type

Contract

Summary
Acorn by Synergie is currently recruiting a Contact Centre Quality Assurance Analyst on behalf of their client.
 
Yo...
Job Reference

a1WNz000000TZVRMA4_1712069392

Job description

Acorn by Synergie is currently recruiting a Contact Centre Quality Assurance Analyst on behalf of their client.
 
You will:
  • Provide consistent and accurate quality performance assessments of interactions i.e., calls, correspondence, Livechat etc.
  • Accurately capture trends and insight to drive awareness, improvements, development etc.
  • Analyse and share trends and insight with the Coaching team and key stakeholders to drive change.
  • Work collaboratively with other support teams i.e., Training and Communications to highlighting trends with a view to improve process and service delivery.
  • Support the production of monthly data led performance packs.
  • Work in partnership with the Coaching Team to review, translate and transform the data into tangible actions that will have a positive impact on the support delivered to our internal customers.
  • Lead and influence levelling sessions to educate and strengthen consistency across the Coaching team and Management teams.
  • Utilise the data captured to regularly review process and business efficiencies and ensure knowledge management tools are kept up to date and fit for purpose.
  • Deliver business value through execution of quality monitoring and trend analysis in line with the expectations of the company performance framework.
  • Champion Quality and Coaching processes both internally and externally and act as one of the primary points of contact for Quality related queries
  • Collaborate with key business stakeholders i.e., CET, AET, Customer Operations, MI, Commercial Operations.
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