Quality Analyst (Contact Centre)

Role overview

Salary and benefits

• Salary is £24,784.50 per annum, paid monthly.
• Benefits include an incentive programme, employee recognition platform, and progression opportunities.

Hours and contract

• Permanent, full-time position at 37.5 hours per week.
• Shifts fall Monday to Friday between 08:00 and 17:30.

Responsibilities

• Assess recorded or live calls, chats, emails, and other customer interactions daily and weekly.
• Deliver induction training, create weekly and monthly reports, and identify performance improvement areas.
• Coach agents and provide regular feedback.
• Support change projects, present actionable insights, and help implement process and behavioural improvements.
• Coordinate with Compliance and Learning and Development on compliance measures and development gaps.
• Support process audits and provide written reports, action plans, and end-to-end audit feedback.

Candidate requirements

• Fluent verbal and written English and advanced Excel proficiency.
• Strong communication, composure, organisation, attention to detail, empathy, and ability to work independently under pressure.
• Prior experience in a quality environment is preferred.
• Understand customer interactions and the customer journey.

Home-working requirements

• A wired Ethernet broadband connection must provide at least 20 Mbps download and 10 Mbps upload; 4G/5G connections are not supported.
• A secure, private workspace with a desk and chair is required; shared rooms and background distractions are not permitted.