Quality Analyst

Liberata

  • Burnley, Lancashire
  • £23,138-26,995 per year
  • Permanent
  • Full-time
  • 13 days ago
Quality AnalystKey tasks and responsibilities:
  • Create weekly and monthly reports for the Call Centre Manager, Contact Centre Managers, Operational Support manager and Quality Analyst Manager to outline patterns, risks and trends.
  • To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.
  • Conduct calibration sessions with the Quality Analyst Leader and contact centre team leaders to ensure that assessments are aligned
  • Conduct compliance spot checks and advise on themes and trends
  • Constantly seeking to improve the business through analysis, creativity, and problem-solving and change initiatives.
  • The ability to listen, express and articulate information effectively, facilitating two-way communications to help create a culture of openness and engagement
  • Help support the business to deliver 1st contact resolution.
  • Work alongside the Training and coach team to ensure colleagues have the tools to complete their job.
  • Complete random call assessments, to understand themes, trends and customer demand.
  • Assess and ensure Customer Service adherence to Quality & Regulatory standards.
  • Support to drive better interactions through service – by becoming a VOICE of our customers.
  • Support CCMs by dip checking Quality Monitoring completion of Team Leaders, to ensure quality assessments are aligned
Essential Skills and Attributes:
  • Experience of improving performance in a service environment.
  • Sound problem solving and decision making skills
  • Commercial awareness Understands the strategic direction of the business and actively contributes towards its commercial success
  • Experience of working a fast-paced client facing position
  • Background working in an FCA regulated environment essential
  • A self-driven and proactive approach to assessing calls
  • Excellent planning and organisational skills
  • Strong attention to detail.
  • Ability to communicate effectively with an ability to feedback assessments in a constructive manner.
Liberata is one of the UK’s leading providers of business process outsourcing and support services for the public and commercial sectors.Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.Many of our services and solutions are available for procurement under various Government frameworks.

Liberata