Quality Analyst

  • Location:

    Luton, Bedfordshire

  • Sector:

    Call & Contact Centre

  • Job type:

    Full Time

  • Salary:

    Many Additional Benefits

  • Contact:

    Tina Goss

  • Contact email:


  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


  • Startdate:

    13/05/2019 17:01:19

Quality Analyst - Luton - Permanent £ 20 - £23K Plus many additional benefits

Do you have coaching skills? Know how to develop customer service advisors?
Eye for detail?

The Role:
An exciting opportunity has arisen for an experienced Quality Analyst/Senior Quality Analyst to join our new client campaign in Luton. This is a great opportunity for someone looking to 'step up' into a supervisor role and be our Quality Lead onsite in Luton.

Job Responsibilities:

Support the Business Manager with all aspects of Quality duties, to include:

* Ensure timely completion of all allocated call evaluations and QA tasks within agreed limits
* Assess agent adherence to the client's procedures and customer service standards, compliance with regulatory requirements, technical accuracy, and soft skills
* Deliver coaching and feedback to the agents to achieve KPI's and SLA's
* Document processes and procedures and proactively identify improvements to these, actively promoting Continuous Improvement
* Deliver coaching and feedback to assessors and conduct weekly/fortnightly/monthly internal calibration sessions in line with BEST QA
* Ensure timely completion of all allocated call evaluations within agreed limits
* Highlight any regulatory breaches to the Head of Quality Management, Business Manager and Team Leaders
* Assist with answering appeals that come through to QA department, feedback common themes to Team Leaders to reduce disputes / appeals being raised
* To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times
* Assist the delivery of monthly controls checks and support the maintenance of process maps and user guides
* Take part in root cause projects to identify trends and reduce error & complaint volumes
* Ensure a good understanding of processes for each area of the business linked to QA e.g. learning & Development, Resourcing & Recruitment, Operations


* Proven exposure in a Quality Assurance environment
* Experience of working in a contact centre/BPO environment
* Experience of meeting targets and KPIs within a regulated environment
* Experience of analysing data to produce internal & external reporting on a weekly / monthly / quarterly basis
* Experience of adherence to BEST QA principles and methodologies
* Experience of facilitating and delivering internal / external calibration sessions
* Experience of moderation activity


* Genuine career progression opportunities through our internal development programmes
* Performance recognition schemes
* 28 days' holiday inclusive of bank holidays, rising to 30 from year 2
* Sports & Social Scheme
* Discounted holidays, flights & hotels
* Discounted utility bills
* Free on-site car parking
* On-site canteen with a great variety of food and & drinks
* Fantastic discounts from top retail brands such as…
* Cineworld Tickets - up to 55% off
o Virgin Trains & Experience Days - 20% off
o O2 Mobile Phone Contracts - 25% off
o EE Mobile Phone Contracts - 20% off
o Sony Mobile Phones - 20% off
o Pure Gym - Discounted membership
o Ray-Ban - 20% off
* And so much more!!!

* Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.