At a Glance
- Tasks: Monitor and evaluate sales interactions to enhance customer experiences.
- Company: Join Money Expert, a growing independent financial comparison company in Chester.
- Benefits: Enjoy a competitive salary, quarterly bonuses, and 28 days of holiday.
- Other info: Dynamic work environment with career progression and wellness programmes.
- Why this job: Make a real impact by coaching and improving team performance.
- Qualifications: Experience in quality assurance or contact centre roles is a plus.
The predicted salary is between 25000 - 25000 £ per year.
Location: Chester
Salary: £25,000 basic, plus £2000 annual bonus (paid quarterly)
Hours: Monday to Friday - 37.5 hours per week
About Us: Money Expert is an independent financial comparison company based in Chester, and we're continuing to grow. We're looking for a proactive and detail-oriented Sales Quality Analyst to join our Contact Centre team, supporting our Sales department and reporting to our Account Manager. This is an exciting opportunity for someone who is passionate about quality, coaching and continuous improvement. You'll play a key role in helping our advisors deliver exceptional customer experiences by monitoring interactions, identifying trends and working closely with Team Managers to improve performance across the business.
What We Offer:
- Competitive salary with quarterly bonus paid monthly
- Team outings, regular competitions and spot prizes
- Referral bonuses
- 28 days of holiday (including bank holidays) with an additional day accrued for every year of service
- Career progression opportunities
- Continuous support and training
- Company pension plan
- Wellness & Wellbeing programme
- Christmas and New Year shutdown
- Additional personalised benefits
- On-site parking
Key Responsibilities:
- Monitor and evaluate agent interactions across Sales teams.
- Assess calls against quality, compliance and customer experience standards.
- Deliver clear, constructive feedback to support colleague development and improve performance.
- Work closely with Team Managers to identify coaching opportunities and drive continuous improvement.
- Identify trends, recurring themes and training needs through quality monitoring.
- Produce quality reports and share insights with operational stakeholders.
- Participate in calibration sessions to ensure quality standards remain consistent across the business.
- Recognise and promote examples of best practice to improve overall team performance.
- Ensure regulatory requirements, company processes and quality standards are consistently followed.
- Support continuous improvement initiatives that enhance both customer experience and operational performance.
Skills & Experience Required:
- Previous experience in a Quality Assurance, Quality Analyst, Team Coach or Contact Centre role is desirable.
- Experience within a sales and/or customer service environment.
- Comfortable building relationships with Team Managers, Coaches and operational stakeholders.
- Able to identify trends and use data to make recommendations for improvement.
- Confident using Microsoft Office, particularly Excel.
- Passionate about improving quality, developing people and delivering outstanding customer experiences.
We evaluate candidates based on their skills and potential, regardless of gender, ethnicity, sexual orientation, or disability status. If you're passionate about quality, coaching and helping people reach their full potential, we'd love to hear from you.
Education Quality Analyst employer: Credico Marketing UK Ltd
At Money Expert, we pride ourselves on being an excellent employer, offering a dynamic and supportive work environment in Chester. Our commitment to employee growth is reflected in our ongoing training programmes and clear career progression opportunities, alongside a competitive salary and generous benefits package. Join us to lead a high-performing sales team where your leadership will not only drive business success but also foster a culture of excellence and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Education Quality Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Credico Marketing UK Ltd. 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 Credico Marketing UK Ltd 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 Education Quality Analyst
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 Credico Marketing UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Credico Marketing UK Ltd 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 Credico Marketing UK Ltd!
How to prepare for a job interview at Credico Marketing UK Ltd
✨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.
