Part Time Quality Analyst
My client are a successful organisation that are expanding their business to the North East. With this expansion they are currently looking for a quality analyst to support the business.
The position is to ensure that the newly implemented quality monitoring framework is effective and drives the correct ethical behaviours. The day to day role will be to support the Customer Experience Director and Client Relationship and also the Team Manager in ensuring that their newly implemented quality monitoring framework is effectively adhered to consistently and that any performance issues are addressed and developed in line with the businesses long term plans.
The Key responsibilities are:
Carry out quality checks in line with the agreed standards and checklists and provide feedback of the results in the agreed format.
Monitor Sales performance ensuring that they are compliant and meet the required quality
standards, providing support and guidance where weaknesses are identified
Highlight any Client Relationship Managers who fail to meet minimum quality standards to the
appropriate Line Manager
Monitor call analysis and sales processes within the contact centre and specialist units, making
suggestions for improvement where applicable
Work closely with the team to ensure quality standards are maintained and improved, provide
coaching and support to enhance performance! Key Requirements:
Knowledge and experience of sales is desirable but not absolutely essential (training will be
provided to enhance current skills where required)
To be shortlisted for this position you need the following:
Knowledge and experience of implementation of quality programmes to enhance sales and
customer experience
Previous experience of quality and compliance monitoring essential
Proven track record in successfully achieving objectives, particularly in respect of meeting quality
and compliance elements of the role
Well-developed planning and organisational skills being able to balance urgent and important
tasks to deliver on time every time
Excellent written and verbal communication skills, along with attention to detail coupled with a
real passion for delivering exemplary customer care
Willingness to develop your skills through on-going training and development
Positive attitude and flexible approach to working within the team
Demonstrable track record of quality management
Good understanding and unto date knowledge of Ofcom, DPA regulations
This is part time permanent position and the salary is £17,000 pro rata.
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