Quality Assurance Analyst

  • Category
    Operations - Data Analysis / Reconciliations
  • Location
    Barnet, Greater London
  • Salary
  • External Reference

Quality Assurance Analyst

A fantastic job opportunity has arisen for Quality Assurance Analyst to join one of our largest Housing Association clients in a permanent position.

Based in South East London, this is a full time role (36 hours per week, Monday to Friday).

Purpose of the role:

To improve resident experience and overall satisfaction by actively reviewing and auditing contacts to and from the Customer Service Centre. To improve the performance of the customer service centre by carrying out quality monitoring, auditing, trend analysis and identification of areas of service improvements. To promote and recognise best practice through feedback to Team Leaders and the Management team, ensuring the Customer experience exceeds expectations whilst meeting all regulatory requirements.

Key Responsibilities / Deliverables of the role:

*Act as a customer service quality specialist with responsibility for monitoring Customer Service Advisors across multiple skill sets and contact channels i.e. Telephone, Email, Webchat and Social Media
*To monitor and audit system use and communications both to Customers and internal departments for accuracy including emails, Arena updates and CRM/USD data.
*Provide constructive feedback to Management to actively and positively influence quality performance and business standards. Identifying areas of development and service improvement reports that deliver actionable insight for trends, challenges and successes.
*To support the delivery, implementation and ongoing improvement of a quality framework and reporting mechanisms.
*Support everyone on the customer service centre in promoting a culture that delivers excellent customer service in line with L&Q Values.
*Maintain relationships with key stakeholders and partners, promoting and representing L&Q. Building positive relationships across the department and with external stakeholders to facilitate improvements to inter-departmental correspondence.
*Support recruitment assessment centres for the customer service centre
*Ensure Health & Safety, regulatory & governance compliance for areas under the job holder's control. Manage risks with areas under the job holders control
*There will be no direct budget responsibility

If you have the required experience and skill set apply now for immediate consideration.
Badenoch and Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch and Clark UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Badenoch and Clark. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: https://www.badenochandclark.com/candidate-privacy

To speak to a recruitment expert please contact Sandeep Budha

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