Quality Assurance Analyst

South West Water

  • South West England
  • £28,000 per year
  • Permanent
  • Full-time
  • 4 days ago
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.We're proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.And we have huge ambitions.Not only are we committed to reaching net-zero by 2030, but we've also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.We currently have an opportunity for a Quality Assurance Analyst to join our team based in Exeter, Bristol, Redhill.Joining us on a full-time permanent basis, you will receive a competitive salary of up to £28,000 per annum plus excellent benefits.The Quality Assurance Analyst will support to improve operational performance and customer experience by evaluating interactions, identifying trends and providing actionable insights. The Quality Analyst plays a key role in helping frontline teams meet service standards, regulatory expectations and internal KPI's through robust quality assurance and collaboration with training, Vulnerability & Affordability and Continuous Improvement teams. \nWhat you'll be doing:
  • Evaluate customer interactions across channels to assess quality, compliance, and experience against quality frameworks and service targets.
  • Focus on targeted interactions eg low CSAT, PSR calls, complex billing, complaints to identify coaching and service improvement opportunities.
  • Monitor tone, accuracy, resolution and empathy in line with customer service standards and brand values
  • Identify root causes behind performance shortfalls using evaluation data and patterns.
  • Create clear insightful reports and dashboards highlighting trends, strengths and risks.
  • Deliver regular feedback and coaching insights to customer service leaders to support performance improvements.
  • Based on quality outcomes work closely with Customer Strategy and Experience team to identify process improvement synergies, capability gaps and learning needs.
  • Participate in quality calibration sessions to ensure consistency across evaluators and leaders. Contribute to updates and enhancements of QA framework
  • Support audit and compliance processes to ensure regulatory requirements are met. Escalate urgent or systemic issues
What we are looking for:
  • Experience in a QA within a regulated contact centre environment.
  • Analytical and detail-oriented with strong written reporting skills.
  • Knowledge of quality monitoring tools and techniques.
  • Ability to provide clear, constructive feedback and influence service improvements.
  • Recognises how agent behaviour links to wider processes and customer painpoints
  • Collaborative mindset, able to work well and contribute within a cross functional team
  • Degree or equivalent experience in Quality, Customer Service, or Business.
  • Desirable: Quality auditing or contact centre QA certifications.
  • Training in quality frameworks (eg ISO standards) or relevant QA methodologies
What's in it for you:
  • We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We're one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • Various health benefits
  • Wellbeing support programmes
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services
  • And plenty more!
\nClosing Date: 12th September 2025Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.Our core values which are essential to our success are:Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.Be the Future - Embrace change. Drive Progress. Own the challenge.

South West Water