Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Quality Assurance Analyst

Contract: Full time, Permanent

Hours: 37.5 hours per week, Monday to Friday.
Site: Office-based at Leeds City Office Park, LS11 5BD

Salary: £25.000

This is an exciting opportunity to join an award-winning Company as a Quality Assurance Analyst.

Conduent are a Global Business Processing Outsource company. The contract in Leeds supports a busy transportation client and involves managing calls, image review, and correspondence.

As a Quality Assurance Analyst, you will be required to review the customer contact and evaluate performance against our Quality Marking Framework, to ensure compliance. This role is crucial in ensuring that our contact centre and operational team deliver high quality service. The ideal candidate will have experience within a call centre environment with exceptional attention to detail.

Key Responsibilities:

• Monitor monthly calls, correspondence, and admin tasks against our Quality Marking Framework.
• Provide coaching and feedback to individuals to ensure continuous improvement whilst enhancing performance.
• Produce clear and concise documentation regarding performance discussions.
• Maintain up-to-date trackers to enable accurate performance analysis.
• Communicate with key stakeholders regarding individual performance.
• Comply with company standards and policies in line with our values.
• Adhere to quality and information security requirements to maintain ISO9001:2015 & ISO27001:2022 certification

Essential skills:

• A proven track record in performance improvement and coaching.
• Knowledge of the Customer Service sector – NPS, CSAT.
• Excellent listening skills and attention to detail – auditing and completing documentation.
• Strong analytical skills and an ability to recognise improvement areas.
• Ability to manage your own workload, work independently and contribute towards a great team spirit as part of a high functioning team.
• Engage with colleagues at all levels.
• A resilient and tenacious attitude with a flexible approach to support business needs.
• Call centre Quality Assurance Analyst experience (Desired)
• Excellent verbal, writing & communication skills.

What we offer you:

• 33 days annual leave (inclusive of bank holidays)
• Life Assurance x 4 annual salary
• Private Dental Plan
• Private Medical Insurance (Aviva)
• Income Protection Scheme
• EAP including local discount
• Excellent Online Learning Platform
• Cinema Society Discounts
• Apprenticeships
• Free Eye Tests
• Mentoring Programs

Travel & parking information:

We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.