Customer Quality Analyst

Customer Quality Analyst

Our client, a global leader in the automotive industry, renowned for innovation, reliability, and quality, is recruiting for a Customer Quality Analyst to join their wonderful team!

The role focuses on improving customer journeys and processes across key operational areas (New Business, Customer Services, Collections, and Resolutions) to enhance retention, customer experience, and reduce business risks.

Key Responsibilities

1. Analyse customer interactions to identify trends, knowledge gaps, and areas for improvement.
2. Operate within a framework to ensure continuous improvement in customer service.
3. Collaborate with Operations and Insights teams to ensure accuracy in quality and process reviews.
4. Ensure compliance with FCA regulations through customer interaction reviews.
5. Support internal and external QA calibrations to align with standards.
6. Provide constructive feedback to Advisors, Seniors, and Team Leaders.

Skills & Experience

1. Strong communication, presentation, and coaching skills.
2. Analytical skills for data interpretation and reporting.
3. Experience with Excel and MI reporting systems.
4. High drive for personal and team development.
5. Experience in adhering to QA processes in a regulated environment.
6. Proven ability to manage stakeholders and work across functional teams.

This is a temporary contract currently until mid 2025. Working hours are Monday - Friday, 9AM - 5PM based in Milton Keynes. Paying £16.07 per hour.

Job Info

Job Title: Customer Quality Analyst

Company: Manpower

Location: Milton Keynes, Buckinghamshire

Posted: Jan 17th 2025

Closes: Feb 17th 2025

Sector: Customer Services

Contract: Temporary

Hours: Full Time