Customer Support/Quality Analyst

Amour Recruitment is seeking a Customer Support/Quality Analyst to cover a fixed term contract until April 2026.

You will be responsible for ensuring that the customer support team consistently provides high-quality service. This role involves monitoring and evaluating customer interactions, providing feedback and identifying areas for improvement in processes and policies. You will play a crucial role in maintaining and enhancing customer satisfaction and loyalty.

Duties include:

• Monitor customer support interactions across various channels (phone, email, chat, social media).
• Identify trends and patterns in customer interactions and service delivery.
• Work with the Q&S Project manager to prepare detailed reports on quality metrics, agent performance, and common issues.
• Analyze data to identify areas for process and service improvement.
• Recommend changes to policies and procedures to enhance customer satisfaction
• Monitor customer reviews on various platforms to highlight issues and commend positive feedback.

Personal requirements:

• Confident with Microsoft Word & Excel
• Strong analytical, verbal & written communication skills
• Great at problem solving skills
• Must be accurate with strong attention to detail

Hours: Monday to Friday 40 hours - flexible with start time between 08.00 - 09.30 and finish 17.00-18.30 - 1 hour for lunch (100% office based in Segensworth)

Package:£26,000 plus up to 10% performance-based bonus and excellent benefits including private medical cover, Dental insurance, Pension and free parking.

To be considered for this great opportunity apply now or call Amour Recruitment for more information.