Key responsibilities : • Monitor, evaluate and score inbound and outbound interactions against established quality assurance standards. • Review and evaluate quality disputes. • Analyse performance from quality assurance data and identify trends impacting overall performance. • Share performance data drawn from quality monitoring and review with team to identify potential training/coaching needs. • Participate in call listening to understand customer needs and expectations. • Coordinate and facilitate calibration sessions for quality evaluators to ensure a consistent scoring approach across managers. • Provide actionable data to managers and continuous improvement specialist with the view to reducing contact and improving CSAT scores. • Ensuring proper application of and compliance with internal and regulatory standards, guidelines and procedures. • Conduct or lead training sessions as needed. • Provide accurate and timely reports on a daily/weekly/monthly basis on call quality, compliance, customer wait times and abandon rate. • Assist in the preparation of call scripts and recordings assuring adherence to internal and external regulatory and compliance functions. • Have a commercial awareness on the impact quality has on sales and retentions and provide analysis to identify areas to improve. • Provide responses to reviews left on external sites relating to the customers experience with Everflow Eg : Google, Trustpilot. • Create and complete analysis of customer experience data to understand trends. • Complete quality assurance data analysis and present findings. What we are looking for: To be successful in this position, you will need to demonstrate the following: • Experience in gathering and working with multiple datasets and highlighting trends and discrepancies as well as making recommendations for improvements. • The ability to prioritise issues that will have the biggest impact on the business. • Knowledge of various data analysis methods and an understanding as to when to use them. • Strong problem solving and analytical skills with excellent attention to detail. • Experience of using Excel and other Microsoft applications to analyse and present data. • Excellent presentation and interpersonal skills. • Effective organisational and time management skills with the ability to work effectively to meet deadlines. • Keen to problem solve and have a passion for improving the service we deliver to our customers. • Excellent customer service skills.