Quality Analyst
Quality Analyst
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Job Description
Job Title: Quality Analyst
Salary Range:
Location: Hub Hybrid location near Burnley or Widnes
Contract type: Full Time 37 hours Permanent.
Fancy a role where you support to make a difference
Have what it takes to drive 1st call resolution and customer excellence whilst adhering to regulatory requirements.
Looking for a great work life balance You have come to the right place as we are only open MONDAY to FRIDAY 9:005:00 and dont work Bank Holidays.
Your NEW job description:
Become part of our Liberata Customer Services team where we deliver 1st call resolution for customers.
You will play a vital role in quality assessing our NEW and supportive Debt Assist service where we support customers out of financial hardship ensuring the correct process and options are delivered in line with customer requirements.
You will play a vital role in ensuring 1st call resolution is being delivered by undertaking Quality Assurance checks on customer services calls in line with Liberata Customer Services quality framework ensuring policies and process are adhered to and 1st call resolution delivered to our customers. As a result we are looking for someone who has a good understanding of FCA regulations and guidelines.
We must warn you that your new role is immensely rewarding as you will go home every day knowing you have made a difference for our customers and their families as you will ensure and report how we are supporting vulnerable customers via inbound and outbound calls.
Your role supports continuous improvement within Liberata by supplying themes and trends to help drive effective 1st call resolution drive better interaction as the voice of the customer and deliver colleague feedback for the growth and development of our Liberata family!
Whats in it for you!
Not only do you get to join an awardwinning business you are joining at an exciting time as we are reviewing and developing our services!
Your New Benefits
- Monday to Friday working
- No Bank Holiday working
- Working only between 9:005:00
- Hub/hybrid meaning only required to attend the hub or Burnley for training and check in with line manager. You will also be required to attend site when business requires
- Free eye tests
- Staff development and training including professional development such as apprenticeships
- Close to local bus and train stations
- 26 days annual leave (Fulltime) up to 8 days Bank Holidays
- Organised company events
- Wellness programme
- Staff Referral Programme.
- Access to staff discounts and cash back with retailers such as Argos Currys M&S B&Q Debenhams.
- Liberata will also automatically enrol you into our contribution matching pension scheme.
- Monthly engagement activities! Such as Liberata Beach Parties Recognition events and more.
Your required skills:
- Experience of improving performance in a service environment.
- Previously worked in quality monitoring
- 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 fastpaced client facing position
- Background working in an FCA regulated environment essential
- A selfdriven 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.
Your key deliverables:
- 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.
Your key tasks:
- 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 problemsolving and change initiatives.
- The ability to listen express and articulate information effectively facilitating twoway communications to help create a culture of openness and engagement
Liberata is committed to creating opportunities for its employees its clients and its shareholders. Our employees are motivated and we realise their potential challenging them to learn and to embrace new skills. Our passion for process and an intense client focus ensures that we deliver an awardwinning service with our call centre agents being an integral part of our team.
Security vetting and checks:
If you are successful you will need to:
comply with the governments Baseline Security Personnel Standard Verification process this includes a Disclosure Scotland check
undergo an annual credit check
If a CCJ IVA Bankruptcy Decree in Scotland Administration Order appears on a credit file or if you are unable to meet all these requirements your offer may be revoked.
The Company
Liberata is a leading business service provider to public and private sector organisationsthroughout the pride ourselves in revolutionisingour clientsoperations using our expertiseand innovative solutions across a wide range of services including Revenues & Benefits Finance and Accounting HR & Payroll and Customer aim is to work in partnership with our clients to assistthem in becoming more efficient; leveragingour best in classbusiness process outsourcing and operational transformation expertise.
Liberata is committed to creating opportunities for its employees its clientsand its passion for process and an intense client focus ensures that we deliver an award winningservice and our entire workforce are encouraged to demonstrateour company values.
Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking enthusiasticand seeking a challenge we are the organisationfor you.
The Benefits
Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK.
For the full list of benefits please click here but below is a taste of what we offer:
Life
assurance
Equivalent to 4 times annual salary
pension
scheme
Contribute up to 6 and the company will match the contribution
Professional development
Support towards gaining professional qualifications
Reward
scheme
A wide range of benefits rewards and discounts
Documents
Required Experience:
IC
Employment Type
Full-Time
