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We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.
Portsmouth Water is looking for a compassionate and detail-oriented Quality Analyst to help create exceptional customer experiences. In this role, you’ll be central in implementing effective quality frameworks, conducting thoughtful reviews, and offering constructive feedback to foster continuous improvement in service delivery. As a Quality Analyst, your support will empower advisors, ensure compliance, and enhance customer satisfaction through careful quality monitoring and engagement.
What will you be doing?
Key Responsibilities
1. Evaluate customer interactions (calls, emails, webchat, partner communications) to ensure they align with Portsmouth Water’s values, customer experience goals, and industry standards.
2. Provide kind, actionable feedback to advisors and managers, fostering skill development and elevating service quality.
3. Refine and adapt the QA scoring framework to keep it aligned with the evolving needs and expectations of customers.
4. Collaborate with operational teams to introduce meaningful improvements based on QA insights, enhancing customer satisfaction and first-contact resolution rates.
5. Facilitate regular coaching and calibration sessions to ensure consistency and fairness in quality assessments.
6. Monitor performance trends, identify areas for growth, and offer valuable insights to management.
7. Perform in-depth analyses of areas needing improvement, guiding teams to uncover root causes and implement effective solutions.
8. Lead inclusive, solution-focused meetings with leadership to discuss trends, opportunities, and customer feedback insights.
9. Use your expertise to conduct root cause analyses, addressing underlying issues that impact customer satisfaction and creating actionable plans for improvement.
10. Collaborate with the Training & Development team to ensure training programs reflect the latest quality insights and meet the developmental needs of advisors.
11. Advocate for the integration of technology to streamline and enhance the quality assurance process, including QA management systems and AI-driven analytics.
12. Work closely with vendor partners to ensure they uphold Portsmouth Water’s standards for quality and compliance.
What do you need?
Skills, Qualifications & Competencies
1. Previous experience in a quality assurance role within customer service, contact centres, or customer operations.
2. A proven ability to guide and support advisors with empathy, delivering constructive feedback that encourages growth.
3. Familiarity with QA scorecards, frameworks, and calibration processes.
4. An eye for detail, with the ability to spot patterns and opportunities for improvement.
5. Strong analytical and communication skills, with a natural ability to present insights in a way that inspires action.
6. A collaborative spirit, able to work effectively with various teams, including outsourced partners.
7. A talent for influencing positive change through data-driven recommendations.
8. An understanding of customer service regulations in the water industry or utilities would be a bonus.
We recognise people want to work in a variety of different ways, this means we are happy to consider flexible working arrangements. Please talk to us at the interview about the flexibility you may want.
We support equality, diversity and inclusion and encourage applications from all sections of society. The Company has a responsibility to ensure that all employees are eligible to work and live in the UK.
Due to the high volume of applications received we are unable to respond to unsuccessful candidates. If your application is of interest to us, we will normally contact you within 4 weeks of receiving your application.
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