Senior Software Developer
PingWind Inc. (SDVOSB)
Cyber SecuritySDLC
Quality Assurance Analyst
South West Water
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £28,000 per year
Job Level
Mid-LevelSenior
About the role
- Quality Assurance Analyst supporting operational performance and customer experience for South West Water
- Evaluate customer interactions across channels to assess quality, compliance, and experience against quality frameworks and service targets.
- Focus on targeted interactions (eg low CSAT, PSR calls, complex billing, complaints) to identify coaching and service improvement opportunities.
- Monitor tone, accuracy, resolution and empathy in line with customer service standards and brand values
- Identify root causes behind performance shortfalls using evaluation data and patterns.
- Create clear insightful reports and dashboards highlighting trends, strengths and risks.
- Deliver regular feedback and coaching insights to customer service leaders to support performance improvements.
- Work closely with Customer Strategy and Experience team to identify process improvement synergies, capability gaps and learning needs.
- Participate in quality calibration sessions and contribute to updates and enhancements of QA framework.
- Support audit and compliance processes to ensure regulatory requirements are met and escalate urgent or systemic issues.
Requirements
- Experience in a QA within a regulated contact centre environment.
- Analytical and detail-oriented with strong written reporting skills.
- Knowledge of quality monitoring tools and techniques.
- Ability to provide clear, constructive feedback and influence service improvements.
- Recognises how agent behaviour links to wider processes and customer painpoints
- Collaborative mindset, able to work well and contribute within a cross functional team
- Degree or equivalent experience in Quality, Customer Service, or Business.
- Desirable: Quality auditing or contact centre QA certifications.
- Training in quality frameworks (eg ISO standards) or relevant QA methodologies
- Mandatory DBS check as part of the onboarding process.
