Call Quality Analyst, Leeds, COR6985
Are you a seasoned Call Quality professional looking to be part of an award-winning team? This could be the ideal opportunity for you!
The Role
As a Call Quality Analyst, your main responsibility will be to audit customer interactions, ensuring they align with internal standards and maintain our exceptional customer service. You'll utilize Nexidia/Nice speech analytics software to track call trends and manually assess selected calls based on key factors like relationship building, empathy, and customer outcomes.
The Company
Our client is a well-regarded employer that places great importance on its employees as the driving force behind success. They provide a supportive and engaging work environment, with plenty of social activities, career development opportunities, and a strong team-focused culture that encourages personal and professional growth.
Benefits
The Call Quality Analyst role comes with several key benefits, including:
- 30-hour workweek, ensuring a great work/life balance
- 22 days of annual leave plus Bank Holidays, increasing with service
- Contributory pension scheme
- Various bonus schemes
What's Required?
To succeed in this role, you should have:
- Previous experience in a Call Quality position
- Strong communication skills, both written and verbal
- Ability to thrive in a fast-paced, dynamic setting
- Proficiency in Microsoft Office
- Experience with speech analytics tools
- Knowledge of SRA and FCA regulations
- Familiarity with Treating Customers Fairly (TCF) principles
What's next?
Excited to contribute to a leading company? Apply now and take the next step as a Call Quality Analyst!
Call Quality Analyst, Leeds, COR6985
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