Quality Analyst Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell we are the UK's largest judicial services company and pioneers in clean air technology offering services that support local and central government utilities and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.The group currently has revenue of £270m employs nearly 5000 staff and has a network of 1000 self-employed enforcement agents. The business operates 21 lines of business across several trading entities primarily in the UK. Are you passionate about maintaining high standards and driving continuous improvement? Join our dynamic team as a Quality Analyst in our Inverness office, where you will play a pivotal role in ensuring the quality of our customer interactions and data processing across all services in our contact centre. As a Quality Analyst, you will monitor the quality of customer contacts through various channels, provide objective feedback to Customer Contact Agents, and support continuous improvement initiatives. Your insights will help us enhance our service delivery and maintain our commitment to excellence. What You Will Be Doing: Assess the quality of customer interactions across all communication channels. Assist Customer Contact Agents by providing constructive feedback and support to improve their performance. Help implement improved systems, processes, and procedures. Work closely with performance coaches to ensure up-to-date and relevant training is delivered. Spot functional gaps and contribute to developing solutions to enhance service delivery. Support performance management procedures to ensure high-quality outcomes. What We Are Looking For: Highly analytical approach to problem-solving and quality assessment. Willingness to learn and develop within the role. Previous experience in coaching and providing feedback. Strong team collaboration skills with the ability to work independently. Excellent communication and presentation abilities. What's in it for you? Hours: Great work life balance and only working 1 in 3 Saturdays Monday to Friday, working shifts between 9am - 5pm Enhanced Maternity and Paternity Package NB subject to eligibility criteria 25 days annual leave plus bank holidays Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing If this sounds like the job for you, please apply New starters will be subject to clearance through Disclosure Scotland and a Court Decree check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.