Quality Assurance Analyst

Recruiter
MERJE Ltd
Location
Newcastle upon Tyne
Salary
22000.0000
Posted
11 May 2017
Closes
10 Jun 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time

Our client is a well-regarded organisation who are currently recruiting for a Quality Assurance Analyst to be based in Newcastle. The key purpose of the role is to ensure the standard of monitoring and analysis conducted in the Contact Centres is being maintained and positively influences the performance of frontline colleagues to deliver great customer outcomes.

The role-

  • Assess the quality outputs of Quality Analysts and Team Leaders to measure the standard of decision making, feedback and type of evidence produced within the monitoring processes
  • Use judgement and analytical skills to interrogate data to spot trends in quality performance
  • Produce feedback reports and recommend appropriate actions
  • Focus on delivering success in the areas of supporting development, raising capabilities and mitigating business risk

Key Requirements-

  • Experience in a monitoring or analytical role ideally within an FCA or similar regulatory/compliance body
  • Full understanding and knowledge of quality standards and requirements, including processes, systems and reporting
  • Skilled in taking a logical and methodical approach to the process of quality monitoring and analysis