At a Glance
- Tasks: Monitor and evaluate agent interactions to enhance customer experiences.
- Company: Dynamic company in Nottingham focused on quality assurance and customer satisfaction.
- Benefits: Pension scheme, bonus program, generous holidays, and private medical insurance.
- Other info: Join a diverse team committed to inclusion and professional growth.
- Why this job: Make a real difference in customer outcomes while developing your QA skills.
- Qualifications: Experience in QA processes and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
Overview
QA Insights Specialist – Principal Coordinator.
This permanent role is based in Nottingham and supports the QA team in monitoring, evaluating, and reporting on agent interactions across multiple communication channels to improve customer outcomes.
Responsibilities
- Monitor agent interactions and evaluate performance across multiple operational lines of business, focusing on complex, mid‑to‑high risk workstreams.
- Provide actionable insights and influence changes to improve customer outcomes.
- Conduct QA monitoring across lines, ensuring consistent and correct outcomes aligned to QA standards and methodology.
- Provide effective feedback and coaching to support improvement.
- Analyze results, insights, and data from multiple viewpoints to support QA leadership.
- Assist QA leadership in managing appeal overflows and competency appeals.
Qualifications
- Experience in QA with in‑depth knowledge of QA processes, scorecards, and Scorebuddy.
- Ability to build strong relationships with peers and senior stakeholders across teams.
- Capability to review and analyze data to provide insights and recommendations that balance customer and business requirements.
- Strong judgment, decision‑making, and reasoning skills.
- Passion for improving customer outcomes and QA excellence.
Benefits
- Pension scheme
- Bonus program
- Generous holiday entitlement
- Private medical insurance
- Flexible benefits (season‑ticket loans, cycle‑to‑work scheme, enhanced parental leave)
EEO Statement
Building diverse and inclusive teams is the right thing to do and the smart thing to do.
We want to work with top talent: whoever you are, whatever you look like, wherever you come from.
We partner with organisations to find people from every walk of life and help them thrive with us.
#J-18808-Ljbffr
We think you need these skills to ace Quality Specialist - Training
Quality Assurance (QA) Processes
Scorecards
Scorebuddy
Data Analysis
Performance Evaluation
Feedback and Coaching
Stakeholder Management
