Quality Analyst – NowTV

Location UK / Belfast

Job Type Permanent full-time

Salary £15000 - 20000

Updated 4 days ago

Reference 1433972

 Job Description

quality analyst


Exciting New Opportunity: Quality Analyst



The successful candidate’s will be based at Olive Tree House Belfast.


Reporting relationships:

The jobholder will report to the Quality & Compliance Manager.


This is an exciting new opportunity for a vibrant and passionate individual to join Firstsource Solutions, a growing and high performance business and become a Quality Analyst.

The successful candidate will be part of a small team and they will get an opportunity to work with an exciting client within the telecoms industry. The successful candidate will report to the Quality & Compliance Manager and will be responsible for the  provision of quality and compliance control across the contract


Job Purpose:

Working within our clients Quality Framework, you will be required to establish effective working relationships with your allocated Team Leaders to coach develop and support them in all aspects of call quality. You will be required to measure, analyse and share findings with our Operational Colleagues to drive improvements in all areas of quality. The benefits of this will lead to stronger sales/service performance, ethical sales, improved customer satisfaction and produce a skilled workforce.

Job Scope:

The QA will assist in maintaining a robust quality process and continue to look for opportunities to develop and grow with the ever changing needs of the business, driving an exceptional customer experience


Key Accountabilities:


Expert Knowledge

As a Quality Analyst you will be required to have expert knowledge of E.Ons products, processes, The RAG 3 Sales compliance framework, Awesome Quality Guide and the Call Handling Guidelines and to share this with your allocated Team Leaders to ensure we have a robust call quality process


Confident / Clear Communicator

Facilitating group discussions/ alignment sessions with Team Leaders and ACCMs. Communicating a clear, unambiguous message.



An eye for detail and genuine interest in analysing, tracking and measuring performance and trends to drive continuous improvement.


Building Relationships

The ability to listen, be objective, and compromise is critical

Building rapport with your colleagues to build effective working relationships with your Team Leaders.


Time Management/Can-do attitude

Ability to prioritise tasks, excellent time management, organisation skills and working to tight deadlines is essential as well as the ability to think on your feet due to the fast paced environment and obstacles that are regularly faced




Candidate Specification:

Passionate about delivering exceptional customer service

Clear communication skills with the ability to influence other people’s opinions by the way you deliver and present information/data

A good decision maker with the ability to work under own initiative

Reliable, flexible and self-motivated

Team work – ability to get involved with your allocated team leaders, working together to achieve shared goals

To seek feedback on own performance and commit to your own continuous development and growth

Competent in Microsoft Office.


Customer service experience essential, Contact Centre experience desirable