Quality Analyst
Inverness
Marston Holdings have grown organically and through acquisition to provide a multitude of end-to-end services that support the implementation of public policy. In a nutshell, we support the government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.
Are you passionate about maintaining high standards and driving continuous improvement?
Join our dynamic team as a Quality Analyst in our Inverness office, where you will play a pivotal role in ensuring the quality of our customer interactions and data processing across all services in our contact centre.
Role Purpose: As a Quality Analyst, you will monitor the quality of customer contacts through various channels, provide objective feedback to Customer Contact Agents, and support continuous improvement initiatives. Your insights will help us enhance our service delivery and maintain our commitment to excellence
What you will be doing:
- Monitoring the quality of customer contacts, through all channels
- Assisting in providing support and guidance to Customer Contact Agents where necessary
- Providing objective feedback regarding work quality and providing support to allow improvement
- Assisting in the implementation of improved systems, processes and procedures
- Building strong relationships with our performance coaches to ensure relevant and up to date training is delivered
- Identifying functional gaps and helping to develop ways of improving service delivery
- Supporting with performance management procedures
What we are looking for:
- Highly analytical in approach
- A willingness to learn and develop
- Previous coaching and feedback experience
- A great team player and an ability to work independently
- Good communication and presentation skills
What's in it for you?
- Enhanced Maternity and Paternity Package NB subject to eligibility criteria
- 25 days annual leave plus bank holidays
- Enhanced Health Cash Plan
- Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing
If this sounds like the job for you, please apply....
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
Marston Holdings Limited (MHL) is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.
We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.