Quality Analyst (Contact Centre)

Key Details

Salary: £ per annum, paid monthly

Benefits: Incentive programme, employee recognition platform, progression opportunities, and an award-winning culture!

Opening Hours: Shifts between Monday to Friday, 08:00 to 17:30

Contract Type: Permanent, full-time (37.5 hours per week)

Location: Work from Home, UK-based only

Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing?

As a Quality Analyst you will support the operation to drive and deliver the quality framework set in place by the client and ultimately drive an outstanding customer experience. Be a strong influencer with an ability to support at Team Manager level and above in order to deliver key metrics to support the customer journey. This will be achieved through calibrations, call monitoring, assisting with audits and general support as required to ensure the success of our Service Quality interventions.

Primary Responsibilities

• Listen to recorded or live customer interactions (calls, chats, emails etc) to assess the quality of service provided daily and weekly.
• Deliver induction training
• Create weekly and monthly reporting data to interpret and identify focus areas in order to drive improvements in performance.
• Deliver feedbacnk and coaching to agents on a daily and weekly basis.
• Liaise with other key stakeholders to continually support implementation of change projects utilising key insights to ensure successful launches.
• Delivers and presents actionable insight/change requirements to the operation which identifies process or behavioural changes on the interactions.
• Demonstrates “best in class” interaction as a result of the planned change.
• Understand cultural and operational differences which should be considered to ensure successful implementation of changes to the interactions.
• Works alongside Compliance lead to ensure what is delivered is fit for purpose driving compliance metrics.
• Liaises with L&D to ensure we are feeding back gaps in development at Team and site level and discuss opportunities for improvement i.e. new starters
• Takes on board feedback from the wider Quality team to ensure how we are implementing change in the customer interactions is reflective of the future change and propose corrective action as required
• To support the site quality lead in conducting process audits at agent level and providing feedback based on a written report and action plan, (including detailed end to end audits).

Who are we looking for?

We are seeking individuals who have:

• Excellent interpersonal and communication skills (verbal & written) to a fluent standard of English
• Past experience in a quality environment is preferred
• Ability to create genuine rapport and show empathy
• Strong organisational abilities
• Advanced proficieny using Excel
• Outstanding communication skills with ability to maintain composure in all situations
• Self-motivated with ability to work independently under pressure to meet deadlines
• Attention to detail is needed on every level and at every aspect
• Understand expectations of customer interactions and the customer journey assessing the right focus at Team Level.
• Understands what ‘great’ looks like in direct relation to the Customer Journey

Work from Home Requirements

This role is only offered on a Work from Home basis, however electronic equipment is provided by us. To be eligible to work from home, you must meet the below requirements:

• You must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported)
• You must have a secure, private area to work from, with a desk and chair, and no distractions or background noise. This cannot be in a shared space. No other people, such as dependants can be in the same room during working hours.

Why join Foundever®?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Why join Foundever®?

At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments.

How to Apply

Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…

If your application is shortlisted, you can look forward to experiencing the following journey with us:

• Intro Call: Meet with our in-house recruitment team, who will share more about the role, our business, and be keen to understand more about you and your experience. This is also a great time to ask us any questions you may have!
• Interview: Attend a competency-based interview with our Hiring Team via video call.

Apply now! We look forward to reviewing your application!

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at Recruitment.Edinburgh@foundever.com. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the 'Apply now' button on this advert. Any applications sent to this email address will not be considered.