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Customer Service Quality Assurance Analyst

  • Location: London
  • Salary: £27880 - £36264 per year
  • Job Type:Permanent

Posted 14 days ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 30 November 2022
  • Job Ref: LW/19794 L

​Hours: 35 hours per week Monday-Friday 9am-5pm - Hybrid

Salary: £27,880 - £33,292 (Outside London)

£31,534 – £36,264 (London Weighted)

We have a fantastic opportunity for a customer service professional with exceptional analytical skills. Does this sound like you?

Our client is looking for an experienced Quality Assurance and Knowledge Analyst to join a busy, fast paced customer service and income management teams. It is a vibrant and fun department with excellent training and promotion opportunities.

•As a QA Knowledge Analyst, your role will be instrumental to improving our customer experience and overall customer satisfaction. You will actively review and audit contact (phone calls, emails and digital channels) to and from the Customer Service Centre and Income Management Team, and improve performance through trend analysis and identification of service improvement areas.

•You will have strong stakeholder management skills and be able to work well within a team. Strong interpersonal and coaching skills are key to being able to promote best practice.

•The QA Knowledge Analyst is also responsible for maintaining the accuracy of our the internal and external knowledge site, therefore ensuring teams have all the necessary information to carry out their tasks.

•Our customers are the most important part of our business and it is vital that you have the passion as a customer service professional to deliver excellence every time!

About you:

The ideal candidate will have previous experience in customer service and/or income management. We are looking for:

•Strong analytical skills and excellent attention to detail

•A strong communicator, both written and verbal

•MS Office and reporting skills. In particular Excel

•Exceptional team working and influencing skills

•A background in a previous quality assurance role in a Contact Centre environment is an advantage.


In addition to our support and training the successful candidate will have access to our full site of benefits:

•Hybrid working - Office based 20-40% Offices in Kent, West Ham Lane Stratford, Trafford Manchester

•26 days holiday (rising to 31 days with length of service)

•Annual bonus subject to group performance

•Excellent pension scheme

•Employee Assistance programme

•Non- contributory life assurance

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.