Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

QA Insights Specialist - Principal Coordinator

About this role

This is an opportunity to join a vibrant and fast paced team, providing quality assurance, actionable insights and reporting to the business. You will be responsible for monitoring agent interactions, providing actionable insights and influencing change to improve customer outcomes. 

What you’ll do

Monitoring: Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, mid to high risk workstreams, requiring good judgement skills. Providing assurance and actionable insight through accuracy and proactive identification of

Great customer outcomes, process adherence/execution

Non process adherence / execution

Training and knowledge gaps

Error trends and root causes