Contact Centre Quality Analyst
Northern is a train operator focused on improving customer experience and connecting communities. The Contact Centre Quality Analyst role involves reviewing customer interactions, providing feedback, and supporting training to enhance service quality and performance.
Responsibilities
- Reviewing inbound and outbound customer interactions, scoring them against quality standard
- Analysing customer cases and tickets to ensure consistency, accuracy and fairness
- Sharing clear, constructive feedback with Customer Experience Centre team managers and colleague
- Leading or supporting training sessions to help new and existing colleagues develop
- Identifying trends in customer satisfaction (C-SAT) and highlighting opportunities to improve performance
- Producing regular reports on quality, productivity and key performance indicators
- Supporting sensitive customer cases through to resolution where needed
- Reviewing and approving Delay Repay claims in line with processes and financial controls
- Creating and improving customer-facing and internal content based on feedback and insight
Skills
- Experience in contact centre customer service, quality monitoring and coaching
- Strong analytical skills with the ability to spot trends and performance gaps
- Clear written and verbal communication, with a coaching mindset
- Confidence using Microsoft Office and customer relationship management (CRM) systems
- Good data analytical and broader administrative skills
- The ability to manage your own workload and prioritise effectively
- A collaborative approach, with the confidence to give honest, constructive feedback
- A focus on the customer, always aiming to make things clearer, fairer and easier
Benefits
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
- Generous Pension Scheme: We top up your contributions by 1.5 times.
- Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
- Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
- Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
- Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.
Company Overview