Quality Assurance Analyst

Job Description

Job Overview: As a Quality Assurance Analyst, your primary responsibility will be to ensure the highest standards of service and adherence to established processes within the organization. You will play a crucial role in maintaining andenhancing the quality of customer interactions through systematic call monitoring, scorecard evaluation, and performance analysis. This role operates at group level, providing services across multiple organisations, and must consider all aspects of regulationincluding GDPR, Tribunal Courts and Enforcement Act (TCE) and any other related aspects.Key Responsibilities:

1. Scorecard Development and Calibration:
   • Design, develop, and refine scorecards that align with organizational goals and customer expectations.
   • Regularly calibrate scorecards to ensure consistency and accuracy in evaluating agent performance.
   • Collaborate with team leaders and managers to incorporate feedback and adapt scorecards to evolving business needs.
2. Call Monitoring and Evaluation:
   • Listen to recorded calls and assess them against predefined quality standards and scorecards.
   • Provide detailed feedback on agent performance, highlighting strengths and areas for improvement.
   • Identify trends and patterns in customer interactions to enhance overall service quality.
3. Body Worn Video (BWV) monitoring and evaluation:
   • Listen and view Body Worn Video (BWV) of Enforcement Agent visits undertaken on behalf of the Group
   • Assess against adherence to regulations (TCoG, GDPR), national standards (MOJ, ECB, CIVEA) , client specific requirements and internal predefined quality standards and scorecards.
   • Identify and escalate major non conformity of the above
   • Provide detailed feedback on agent performance, highlighting strengths and areas for improvement.
   • Identify trends and patterns in customer interactions to enhance overall service quality.
4. Outbound Response Monitoring and evaluation:
   • Review outbound responses generated by administrative teams for accuracy, professionalism, and adherence to communication guidelines.
   • Provide constructive feedback to administrative teams to optimize communication strategies and improve overall effectiveness.

1. Reporting and Analysis:
   • Generate comprehensive reports summarizing individual and team performance metrics.
   • Present findings to team leaders and managers, offering insights and recommendations for improvement.
   • Collaborate with relevant stakeholders to track and analyse key performance indicators.
2. Customer Journey Reviews:
   • Establish the foundations for customer journey reviews by mapping out touchpoints and critical interactions.
   • Work closely with cross-functional teams to identify areas for improvement and implement strategies to enhance the overall customer experience.
3. Coordination and Collaboration:
   • Collaborate with team leaders, managers, and other relevant departments to align quality assurance initiatives with broader organizational goals.
   • Conduct regular meetings and training sessions to share insights, best practices, and updates on quality standards.

Qualifications/Experience:

• Proven experience in quality assurance, preferably in a customer service or call centre environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and consistency.

Key Competencies:

• Analytical Thinking
• Communication Skills
• Attention to Detail
• Collaboration and Teamwork
• Adaptability
• Time Management