Call Quality Assurance Analyst

Nuffield Health

Epsom, United Kingdom
Competitive salary available; bonus/equity: not sp...
Hybrid
Monitoring and evaluating calls
Written correspondence evaluation
Omni-channel interactions analysis
The work of the quality team covers all forms of interaction, be it service quality over the phone, written communication via email or chat channels, tone of voice across assisted and unassisted AI channels and the impact on customer experience across all customer contact channels

Job Summary

  • The work of the quality team covers all forms of interaction, be it service quality over the phone, written communication via email or chat channels, tone of voice across assisted and unassisted AI channels and the impact on customer experience across all customer contact channels.
  • The Quality Assurance Analyst will balance their astute understanding of customer service with the ability to record, maintain and report actionable data, as the position will require excellent analytical skills and Management Information reporting experience.
  • Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

Matching Summary

The work of the quality team covers all forms of interaction, be it service quality over the phone, written communication via email or chat channels, tone of voice across assisted and unassisted AI channels and the impact on customer experience across all customer contact channels.

Salary

Competitive salary available; Bonus/Equity: Not specified; Benefits: free gym membership, health assessments, retail discounts and pension options

Skills & Requirements

Must-have

  • monitoring and evaluating calls
  • written correspondence evaluation
  • omni-channel interactions analysis
  • regulatory requirements compliance
  • identifying improvement areas
  • delivering constructive feedback
  • stakeholder management skills
  • analytical skills
  • Management Information reporting

Nice-to-have

  • passion for customer service
  • customer journey focus
  • continuous improvement emphasis
  • building strong relationships
  • subject matter expertise guidance

Key Requirements

  • Fixed Term Contract: 12 Months
  • Full-Time
  • 37.5 hours per week

Work Rights

Not specified

Tailored Resume

Cover Letter