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Quality Analyst

Posted 13 February by SiTEL Easy Apply Featured Ended


Fantastic opportunities are now available at our growing Plymouth site in the iconic Ship Building at Derriford Business Park. We are a successful global company with sites all around the world, supporting our well-known brands in delivering first class customer service every day. As we continue to grow, we are looking to welcome aboard people with a passion for helping customers and solving problems to help us become a flagship for customer service in Plymouth.

A day in the life of a Quality Analyst.

Our well-known brands are renowned for their outstanding commitment to being leaders in customer service.

You understand that delivering great customer service is key to our brand success and you have a passion for supporting and developing your team to ensure the very best quality is delivered. You understand that building brand loyalty is key for business success and you take ownership of customer service solutions by providing consistently positive resolutions.

To support you in joining us, full training is provided on our computer systems, processes and core brand values to ensure you have the skills to bring your customer service experience to life.

Served by public transport and with onsite parking, our site within the Ocean City of Plymouth offers a straightforward commute from surrounding areas.

You will be welcomed onto our comfortable open plan call decks with green views and accessible outside spaces. Whether you want to bring your own refreshments or visit our neighbour’s discounted onsite cafeteria, you can relax in our spacious break areas.

To join our crew, we ask that you:

  • have 6 months of customer service experience

  • have experience and confidence in coaching and mentoring

  • have confidence in learning and using a variety of computer systems at work

  • are comfortable in turning sometimes tricky customer service experiences around so that our customers remain happy and loyal

  • are able to create a great customer service experience through your verbal and written communication skills

What you need to know

As part of your role, you will be:

  • Checking quality of calls and back office work in line with compliance and regulatory policies/procedures to ensure all work is conducted accurately and ethically

  • Providing regular and consistent feedback to all members of your team to best drive quality performance

  • Coaching positive attributes in work flows to best aid and service customers on a consistent basis

  • Identifying skills gaps and training needs in the department and recommending solutions alongside the management and training teams

  • Administering bespoke systems to best reassure client of quality in work force, encouraging a culture of transparency and partnership to improve work flows and call positioning

Fixed Term Contracts available from January 2018

Full Time Opportunity

Our customers need to be able to contact us throughout our opening hours which are …

8am-8pm Monday to Friday, 8am-6pm Saturday

…and so our team do cover earlier and later shifts and some weekend shifts too.

Pay rate of up to £16,500 per annum


Opportunities for career progression- we encourage our employees to develop and progress within the business and look to our own talent pool when positions become available.

Corporate Perks- an exclusive online platform that helps you to save money on shopping and entertainment.

SEETEC apprentice- supporting career pathways

Company Benefits- pension scheme, childcare voucher scheme and help with eyecare.

Dress Down Days- casual wear on Fridays, Saturdays and Sundays.

Our training periods are paid.

Required skills

  • Coaching
  • Customer Service
  • Mentoring
  • Quality Assurance

Reference: 34008178

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