Perch Group are searching for a Speech and Interaction Analyst.
Perch Group seeks a Quality Assurance (QA) Speech and Interaction Analyst who will be the subject matter expert (SME) in the implementation and ongoing management of an AI/Automated Quality Assurance solution within a regulated UK financial services (debt collection) environment. The role holder will work closely with the Head of CX, operational stakeholders and a 3rd party supplier to ensure the successful embedding of the new tool, transitioning from project implementation to business-as-usual (BAU). This role is pivotal in driving quality, efficiency, and compliance through innovative technology and process enhancements.
£40,000-50,000 + up to 20% of your annual salary, paid as a bonus.
This role is based at our Blackpool office. We offer hybrid working options.
Produce regular insights and reports to inform business decisions, facilitate front-line coaching, and enhance customer journeys
Contribute to governance committees to showcase the analysis to the business
Run focus groups and collaborate with internal stakeholders and the Change team to drive improvements based on insight
Monitor process, interaction and behavioural compliance against regulatory objectives and escalate risks where necessary
Define problem statements, scope analysis approach and source relevant data
Proactive delivery of actionable insight to help shape and drive tactical and strategic improvements
Use Service Quality insight to support strategic business case development
Validate impacts of Service Quality and business improvement interventions
Changes to scorecards are completed with complementary data available to aid tracking and reporting
Active member of wider Risk and Compliance team
Packs are produced on time and metrics highlight performance
Innovative technology is reviewed and discussed and recommendations made on elements that can support the QA framework
Proven experience with AI/Automated QA tools and technologies
Analytical Skills: Strong ability to analyse and interpret data to inform decisions and improvements
Project Management: Experience in project implementation within a regulated environment, including stakeholder management and meeting deadlines
Proactive approach to identifying and resolving challenges during implementation and BAU
Previous experience in the UK financial services sector, ideally in debt collection or a similarly regulated environment.
Demonstrable experience in implementing AI/Automated QA solutions or similar technology projects.
Proficiency in query building, data analysis tools, and dashboard/reporting software.
Relevant degree or professional qualification in Business, IT, or related field is desirable.
⌛️ A first stage video call with the internal recruitment team (15 minutes)
A face to face or video call with the hiring manager (45 minutes - 60 minutes)
Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.40,000-50,000 + up to 20% of your annual salary, paid as a bonus.
This role is based at our Blackpool office. We offer hybrid working options.
⏰ We offer flexible working hours between our core hours of 8am- 6pm, Monday to Friday.
And many more benefits to support your wellbeing and professional development.
All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.