Quality Assurance Analyst Call Centre
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Job Summary
Quality Assurance Analyst Call Centre
Contract:Full time Permanent
Hours:37.5 hours per week Monday to Friday.
Site:Office-based at Leeds City Office Park LS11 5BD
Salary:25000 (Pro-Rata)
This is an exciting opportunity to join an award-winning Company as a Quality Assurance Analyst.
Conduent are a Global Business Processing Outsource company. The contract in Leeds supports a busy transportation client and involves managing calls image review and correspondence.
As a Quality Assurance Analyst you will be required to review customer contacts and evaluate performance against our Quality Marking Framework to ensure compliance. This role is crucial in ensuring that our contact centre and operational team deliver high quality service. The ideal candidate will have experience within a call centre environment with exceptional attention to detail.
Key Responsibilities:
- Monitor monthly calls correspondence and admin tasks against our Quality Marking Framework.
- Provide coaching and feedback to individuals to ensure continuous improvement whilst enhancing performance.
- Produce clear and concise documentation regarding performance discussions.
- Maintain up-to-date trackers to enable accurate performance analysis.
- Communicate with key stakeholders regarding individual performance.
- Comply with company standards and policies in line with our values.
- Adhere to quality and information security requirements to maintain ISO9001:2015 & ISO27001:2022 certification.
Essential skills:
- A proven track record in performance improvement and coaching.
- Knowledge of the Customer Service sector NPS CSAT.
- Excellent listening skills and attention to detail auditing and completing documentation.
- Strong analytical skills and an ability to recognise improvement areas.
- Ability to manage your own workload work independently and contribute towards a great team spirit as part of a high functioning team.
- Engage with colleagues at all levels.
- A resilient and tenacious attitude with a flexible approach to support business needs.
- Call centre Quality Assurance Analyst experience (Desired)
- Excellent verbal writing and communication skills.
What we offer you:
- 33 days annual leave (inclusive of bank holidays)
- Life Assurance x 4 annual salary
- Private Dental Plan
- Private Medical Insurance (Aviva)
- Income Protection Scheme
- EAP including local discount
- Excellent Online Learning Platform
- Cinema Society Discounts
- Apprenticeships
- Free Eye Tests
- Mentoring Programs
Travel & parking information:
We are based a short 1015-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
About Company
COVID-19 presents an unprecedented and challenging situation for all of us. At Conduent, our top priority is to protect our associate base and the communities where we live and work, while continuing to serve and help our clients at a time when they need us most. We’d like to thank ev ... View more
