Booking: From 25-Nov-2024 To 29-Nov-2024 - £16.07 per hour
Temp booking until mid 2025
Hybrid options after training period.
Job Overview
Quality Personnel are currently looking for a Customer Quality Analyst for our luxury motor industry client based in Tongwell.
We are looking for candidates who have an extremely strong customer service background; QA experience is not necessary. The ideal candidate will be resilient and experienced in communicating feedback on findings. The successful candidate will be 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
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 to highlight deviations at the earliest 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.
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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