Contact Centre Quality Performance Analyst

About the role

We are looking for a Contact Centre Quality Performance Analyst to ensure our Customer Service Centre delivers outstanding experiences. You will turn data into actionable insights, coach teams, and support real-time performance management.

Key responsibilities

• Support resource planning and forecasting to match customer demand.
• Monitor live performance and help the operation respond in real time.
• Review customer interactions, verify complaints and provide constructive feedback.
• Produce performance reports that highlight trends and improvement opportunities.
• Assist the wider Customer Service Centre, including frontline support and light supervisory duties when required.

Required profile

• Understanding of customer service operations and standards of great service.
• Experience in workforce planning, forecasting or real-time performance management.
• Ability to analyse performance data and translate it into practical recommendations.
• Strong communication skills and confidence to engage with all organisational levels.
• Commitment to quality, compliance and customer-centric outcomes.

Required skills

What we offer

• Salary £29.9k‑£35.9k per annum (dependent on skills and qualifications).
• Hybrid working model.
• Joint-contribution pension (6% employee, 12% total).
• Enhanced maternity & family leave.
• Life assurance, HolidayPlus, virtual GP & Employee Assistance Programme.
• Retail and leisure discounts and other employee benefits.