£16.07 per hour
Temp booking until mid 2025
Hybrid options after training period.
Quality Personnel are currently looking for a Customer Quality Analyst for our luxury motor industry client based in Tongwell. Candidates with an extremely strong customer service background do not necessarily need QA experience. The successful candidate will be resilient, 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:
1. Analyse interactions and information to identify failure trends, knowledge gaps, and opportunities for improvement.
2. Be an SME in key operational areas within Customer Operations.
3. Operate within the established framework to provide oversight of the customer journey/service to drive continuous improvements.
4. Work collaboratively with Customer Operations and Insights teams to ensure accuracy and effectiveness of quality and process reviews.
5. Through interaction reviews, provide support to Customer Operations to demonstrate compliance with all regulatory requirements in accordance with FCA regulations and highlight deviation from this at the first opportunity.
6. Support with internal and outsourcer calibrations to ensure alignment to the QA Framework.
7. Collaborate and support the outsourcer Quality Assurance teams to ensure alignment and adherence to company standards.
8. Provide constructive and informative feedback to Advisors, Seniors, and Team Leaders across Customer Operations.
9. Support Customer Operations and the wider enterprise on projects as subject matter expertise for customer-facing processes.
Skills and Experience required:
1. Strong communication, presentation, and coaching skills.
2. Analytical skills to interpret key data and produce meaningful, value-adding outputs.
3. Experience of using Excel and MI reporting systems to understand and analyse data.
4. High level of drive and personal commitment, with a desire to develop own skills and experience as well as that of the team.
5. Successful experience of adhering to QA guidelines/processes in a regulated environment.
6. 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.
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