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£16.07 per hour Temp booking until mid 2025Hybrid options after training period.
Quality personnel are currently looking for a Customer Quality Analyst for our luxury motor industry client based in Tongwell.
Candidates which have extremely strong customer service background, don’t necessarily need QA experience. Someone who is resilient, and has experience communicating feedback on findings. The successful candidate would be confident and happy to be challenged.
This role is key in improving customer processes and interactions to drive improved retention, customer experiences and reduce regulatory and business risks.
Responsibilities include:
• Analyse interactions and information to identify failure trends, knowledge gaps and opportunities for improvement• Be an SME in key operational areas within Customer Operations • Operate within the established framework to provide oversight of the customer journey/service to drive continuous improvements• Work collaboratively with Customer Operations and Insights teams to ensure accuracy and effectiveness of quality and process reviews• Through interaction reviews, provide support to Customer Operations to demonstrate compliance to all regulatory requirements in accordance with FCA regulations and to highlight deviation from this at the first opportunity• Support with internal and outsourcer calibrations to ensure alignment to the QA Framework• Collaborate and support the outsourcer Quality Assurance teams to ensure alignment and adherence to company standards• Provide constructive and informative feedback to Advisors, Seniors and Team Leaders across Customer Operations • Support Customer Operations and wider enterprise on projects as subject matter expertise for customer facing processes
Skills and Experience required:
• Strong communication, presentation and coaching skills• Analytical skills to interpret key data and produce meaningful, value-adding outputs• Experience of using Excel, MI reporting systems to understand and analyse data• High level of drive and personal commitment, with a desire to develop own skills and experience as well of that of the team• Successful experience of adhering to QA guidelines/processes in a regulated environment• Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams
Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 5th year running!).Please note due to the volume of applications we receive you will only be contacted if we are progressing your application.
