Contact Centre Quality Assurance Analyst

Acorn by Synergie is currently recruiting a Contact Centre Quality Assurance Analyst on behalf of their client.

You will:

• Provide consistent and accurate quality performance assessments of interactions i.e., calls, correspondence, Livechat etc.
• Accurately capture trends and insight to drive awareness, improvements, development etc.
• Analyse and share trends and insight with the Coaching team and key stakeholders to drive change.
• Work collaboratively with other support teams i.e., Training and Communications to highlighting trends with a view to improve process and service delivery.
• Support the production of monthly data led performance packs.
• Work in partnership with the Coaching Team to review, translate and transform the data into tangible actions that will have a positive impact on the support delivered to our internal customers.
• Lead and influence levelling sessions to educate and strengthen consistency across the Coaching team and Management teams.
• Utilise the data captured to regularly review process and business efficiencies and ensure knowledge management tools are kept up to date and fit for purpose.
• Deliver business value through execution of quality monitoring and trend analysis in line with the expectations of the company performance framework.
• Champion Quality and Coaching processes both internally and externally and act as one of the primary points of contact for Quality related queries
• Collaborate with key business stakeholders i.e., CET, AET, Customer Operations, MI, Commercial Operations.