Full Time - 39.5 hours weekly. 
Hybrid - depending on business needs.
To start ASAP.

We're looking for an enthusiastic and attentive Specialist Contact Centre Quality Analyst who's passionate about helping people grow and creating memorable customer experiences.
 
Offering traditional customer care, this family-run business has over 30 years' experience delivering outstanding service to loyal customers across the UK. They are now on the lookout for a Contact Centre Quality Assurance Specialist to join a friendly, hard-working team! If you're passionate about quality, love helping people reach their best, and take pride in ensuring customers enjoy an excellent experience every time — this could be the perfect fit for you.
 
Key Duties:
 
As a Contact Centre QA Specialist, you'll play a key role in maintaining exceptional customer service by:

• Monitoring and evaluating customer interactions across phone, email, and chat.
• Managing quality spot checks and refund reviews.
• Working closely with CCM, Team Leaders and the Training Lead to share insights and improve performance.
• Producing clear, insightful quality reports to help the team grow and shine.
• Supporting and coaching the team to deliver first-class service every day.
• Proactively driving continuous improvements through feedback to CCM and Team Leaders.
• To attend and lead regular calibration sessions with operations team ensuring standards are consistent.
• Supporting the operations team in the development of team and individuals' performance through one-to-one coaching activities.
• Developing best practice among a range of activities, balancing key performance indicators against quality of service and the customer experience.
• Identifying trends, suggesting improvements, and celebrating great work!

What We're Looking For:

• Someone with a keen eye for detail and a passion for continuous improvement.
• A people person who enjoys giving constructive feedback and seeing others succeed.
• Be able to interpret performance data and present findings effectively.
• Strong communication skills and a collaborative spirit.
• Ability to remain focused and effective in a fast-paced environment.
• Experience in a contact centre or retail environment is a bonus!

Benefits

• Free onsite parking.
• Staff discount.
• Medical cash plan.
• Discounted gym memberships.
• Pension.
• Additional holiday entitlement.
• Cycle to work scheme.
• Progressive culture.

Apply today to be considered for the Contact Centre Quality Analyst. This is a fantastic opportunity to join a wonderful organisation built on high standards, passion, innovation, and quality. For more information, contact Tim Campion on 0208 989 7779.
 
CCP has passionately supported candidates with 'customer contact' job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they're looking for talented, culturally aligned people to join their business. CCP are proud to support many of the world's best brands, helping them source talent, embrace diversity and build inclusive workplaces.