At a Glance
- Tasks: Monitor calls and provide feedback to ensure top-notch customer service.
- Company: Join an award-winning global business processing company.
- Benefits: Enjoy 33 days annual leave, private medical insurance, and more.
- Other info: Dynamic team environment with opportunities for personal growth.
- Why this job: Make a real impact by improving call centre performance and quality.
- Qualifications: Experience in call centres with strong attention to detail required.
The predicted salary is between 21600 - 30000 £ per year.
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.
Key Responsibilities:- 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 ISO9001:2015 & ISO27001:2022 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
Travel & parking information: We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.
Quality Assurance Analyst - Call Centre in Leeds employer: Conduent Business Services
Conduent is an award-winning global business processing outsourcing company that prioritises employee well-being and professional growth. Located in the vibrant Leeds City Office Park, we offer a supportive work culture with extensive benefits including 33 days of annual leave, private medical insurance, and access to an excellent online learning platform. Join us as a Quality Assurance Analyst and be part of a dynamic team dedicated to delivering high-quality service while enjoying opportunities for continuous improvement and career advancement.
Contact Details:
Conduent Business Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Analyst - Call Centre in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Conduent Business Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Conduent Business Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Assurance Analyst - Call Centre in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Conduent Business Services:Your cover letter is your chance to shine! Tell us why you want to work at Conduent Business Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Conduent Business Services!
How to prepare for a job interview at Conduent Business Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
