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SalaryThe Operational Quality Assurance Analyst is a key member of the Operations team, responsible for analysing and improving the operational processes and customer journey within the business. This role involves conducting detailed assessments of various operational aspects, such as sales quality, compliance, customer engagement, and training effectiveness, to ensure adherence to the highest standards of quality and efficiency.
This role is open to candidates based in Norwich and Greater Manchester, the role is office based and shifts are any 5 out of 7 days
Key Skills
- Conduct daily analyses of the customer journey funnel to identify any deviations from established standards and processes.
- Utilise Salesforce (SF) data to perform end-to-end reviews of customer interactions, identifying areas for improvement.
- Evaluate and improve the quality of sales, ensuring compliance with customer satisfaction and product suitability standards.
- Assess and enhance Know Your Customer (KYC) processes for risk management and legal compliance.
- Monitor and refine the quality of welcome calls to establish a positive initial customer interaction.
- Review and suggest improvements to training programs, ensuring their relevance and effectiveness.
- Analyse customer churn, identifying trends and proposing strategies to reduce attrition rates.
- Work closely with leadership and the Learning & Development (L&D) team to drive improvements and update training content based on QA findings.
- Liaise with various departments to ensure cohesive implementation of quality standards and processes.
- Stay informed of industry best practices and benchmarks to continuously improve internal processes.
- Implement feedback loops to incorporate lessons learned and best practices throughout the organisation.
- Work with SF to build automation. Engage with employees, customers, and partners to gather feedback and incorporate diverse perspectives into quality improvement initiatives.
- Feedback product learnings to Product proactively.
- Work with Management to ensure cases of improvement take place, and the breach processes is followed correctly. Engage L&D on topics of improvement, and ensure training is effectively executed.
The Person
- Proven experience in operational analysis, Quality Assurance or similar role
- Proficiency in Salesforce and data analysis tools
- Strong analytical and problem solving skills
- Excellent Communication and interpersonal skills
- Ability to collaborate effectively with various teams and stakeholders
- Detail orientated with a commitment to quality and accuracy
- Knowledge of industry standards and best practices in Quality Assurance
