Public Sector & Services
Quality & Performance Analyst Full Time Temporary
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Quality & Performance Analyst needed Oxford paying £12.69 per hr PAYE Ref: 5171307
This role is working full time hours on a temporary basis
Responsibilities:
To acquire data from primary or secondary data sources and maintain databases/data systems.
To identify, analyse, and interpret trends or patterns in complex data sets.
To design reports for the Customer Service Centre team that provide information, data, statistics, intelligence, insight and analysis on activity and performance.
To produce reports based around contact statistics, performance, agent performance, multimedia stats and other scorecards.
To support the CSC management team, providing insight to assist with core decisions around, cost, efficiency and business casing.
Provide analytical insight from the Service Improvement Log especially on avoidable contact and first contact resolution.
To provide relevant information to the management of individual and team productivity to ensure targets and KPIs are met by creating and populating scorecards.
To develop and implement databases, data collection systems, data analytics and other strategies that optimise statistical efficiency and quality.
To provide trend analysis around customer demand profit and other key performance indicators.
To meet with key stakeholders as required to discuss completed reports, share findings, and identify and document action plans.
To make recommendations to CSC management team to develop and improve upon reporting tools and processes.
To develop and manage a flexible process through which requests for new and ad hoc reports or changes are managed.
To support and manage the delivery of periodic / ad-hoc performance reports.
To ensure compliance with all regulatory requirements and support the delivery of the right customer outcomes
If you are interested in the role, please email your CV to verity@essentialemploy.co.uk quoting the reference number.
All our roles may be subject to pre-employment checks including references so please be prepared