Quality Assurance Analyst - Call Centre

Quality Assurance Analyst – Call Centre

• Contract: Full time, Permanent
• Hours: 37.5 hours per week, Monday to Friday.
• Site: Office-based at Leeds City Office Park, LS11 5BD
• Salary: £25,000 (Pro-Rata)

This is an exciting opportunity to join an award-winning Company as a Quality Assurance Analyst.

Conduent are a Global Business Processing Outsource company. The contract in Leeds supports a busy transportation client and involves managing calls, image review, and correspondence.

As a Quality Assurance Analyst, you will be required to review customer contacts and evaluate performance against our Quality Marking Framework, to ensure compliance. This role is crucial in ensuring that our contact centre and operational team deliver high quality service. The ideal candidate will have experience within a call centre environment with exceptional attention to detail.

• Monitor monthly calls, correspondence, and admin tasks against our Quality Marking Framework.
• Provide coaching and feedback to individuals to ensure continuous improvement whilst enhancing performance.
• Produce clear and concise documentation regarding performance discussions.
• Maintain up-to-date trackers to enable accurate performance analysis.
• Communicate with key stakeholders regarding individual performance.
• Comply with company standards and policies in line with our values.
• Adhere to quality and information security requirements to maintain ISO
  9001:2015 & ISO
  27001:2022 certification.

• A proven track record in performance improvement and coaching.
• Knowledge of the Customer Service sector – NPS, CSAT.
• Excellent listening skills and attention to detail – auditing and completing documentation.
• Strong analytical skills and an ability to recognise improvement areas.
• Ability to manage your own workload, work independently, and contribute towards a great team spirit as part of a high functioning team.
• Engage with colleagues at all levels.
• A resilient and tenacious attitude with a flexible approach to support business needs.
• Call centre Quality Assurance Analyst experience (Desired)
• Excellent verbal, writing, and communication skills.

• 33 days annual leave (inclusive of bank holidays)
• Life Assurance x 4 annual salary
• Private Dental Plan
• Private Medical Insurance (Aviva)
• Income Protection Scheme
• EAP including local discount
• Excellent Online Learning Platform
• Cinema Society Discounts
• Apprenticeships
• Free Eye Tests
• Mentoring Programs

We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.