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- Tasks: Monitor calls and provide feedback to ensure top-notch customer service.
- Company: Join Conduent, a global leader in business processing solutions.
- Benefits: Enjoy 33 days annual leave, competitive salary, and a supportive work culture.
- Why this job: Make a real impact by enhancing service quality in a dynamic environment.
- Qualifications: Experience in call centres and strong analytical skills are essential.
- Other info: Be part of an award-winning team with opportunities for personal growth.
The predicted salary is between 25000 - 35000 £ per year.
Join to apply for the Quality Assurance Analyst – Call Centre role at Conduent.
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)
Through our dedicated associates, Conduent delivers mission‑critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
This is an exciting opportunity to join an award‑winning company as a Quality Assurance Analyst. Conduent is 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.
What we offer you: 33 days annual leave (inclusive of...
Quality Assurance Analyst - Call Centre in Leeds employer: Conduent
Contact Detail:
Conduent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Analyst - Call Centre in Leeds
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Conduent on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to quality assurance in call centres. We recommend role-playing with a friend to get comfortable discussing your experience and how it aligns with the job.
✨Tip Number 3
Showcase your analytical skills during the interview. Bring examples of how you've improved performance in previous roles. We love seeing candidates who can back up their claims with real data!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the Quality Assurance Analyst role can leave a lasting impression. Plus, it shows you're genuinely keen on the position.
We think you need these skills to ace Quality Assurance Analyst - Call Centre in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality Assurance Analyst role. Highlight your experience in call centres and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about quality assurance and how your background makes you a perfect fit for this role. Keep it concise but impactful – we love a good story!
Showcase Your Attention to Detail: As a Quality Assurance Analyst, attention to detail is key. Make sure your application is free from typos and errors. This shows us you take pride in your work and understand the importance of quality!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Conduent
✨Know Your Quality Marking Framework
Familiarise yourself with the Quality Marking Framework mentioned in the job description. Understand how it applies to call monitoring and performance evaluation, as this will show your potential employer that you’re ready to hit the ground running.
✨Showcase Your Coaching Skills
Prepare examples of how you've provided feedback or coaching in previous roles. Be ready to discuss specific situations where your input led to performance improvements, as this is a key responsibility for the role.
✨Demonstrate Attention to Detail
Since attention to detail is crucial for a Quality Assurance Analyst, practice discussing your methods for ensuring accuracy in your work. Bring up any tools or techniques you use to maintain high standards in documentation and analysis.
✨Engage with Stakeholders
Think about how you’ve communicated with different levels of staff in past roles. Be prepared to share examples of how you’ve effectively engaged with stakeholders to improve service quality, as this will highlight your collaborative skills.
