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Customer Service Performance Analyst
Do you have a passion for maintaining high-quality customer interactions and ensuring compliance in a dynamic business setting?
We’re looking for a Customer Service Performance Analyst to enhance customer experiences and ensure compliance with regulations and company policies across sales, service, and collections processes.
Benefits:
- Competitive Salary
- Pension Scheme
- Excellent Onsite Facilities
- Discretionary Bonus
- Life Assurance
- Annual Salary Reviews
- Discounts on Various Retailers
- Further Education Funding
- And more!
As a Quality Assurance Specialist, you will:
- Monitor customer interactions, including recorded calls and emails, to ensure quality and compliance.
- Assess adherence to regulatory scripts, data protection (GDPR) and internal quality standards.
- Provide constructive feedback to agents and team leaders for continuous improvement.
- Contribute to compliance reports, identifying trends and key issues.
- Participate in training and calibration sessions to maintain consistent quality standards.
- Support complaint investigations to enhance customer experience and prevent recurrence.
- Stay updated on compliance regulations, company policies and industry best practices.
- Collaborate with teams across the business to drive process improvements.
How You’ll Be Supported:
- Comprehensive induction and training on quality assurance procedures.
- Ongoing feedback, coaching and development opportunities.
- Supportive and collaborative team environment.
- Regular performance reviews and personal development plans.
What We’re Looking For:
- Experience in a customer service or contact centre environment.
- Previous experience in quality assurance is desirable.
- Excellent analytical and communication skills.
- Strong attention to detail and ability to identify compliance gaps.
- Proficiency in using call recording and quality monitoring software.
- A proactive and solution-focused approach to problem-solving.
- Strong interpersonal skills with the ability to provide constructive feedback.
If you’re looking for a role where you can make a real impact, this could be the role for you…
Refer a friend and earn up to £500!
Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
