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Quality Analyst x2 Roles

Vodafone Limited, Stoke-upon-Trent, City of Stoke-on-Trent

Quality Analyst x2 Roles

Salary not available. View on company website.

Vodafone Limited, Stoke-upon-Trent, City of Stoke-on-Trent

  • Full time
  • Permanent
  • Remote working

Posted 2 weeks ago, 1 Nov | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: fe9c59d8f47d44869c178049d11f01fd

Full Job Description

  • Forge and maintain strong relationships across the company to ensure quality risks are captured.
  • Analyse any available data outputs to identify areas of non compliance or negative customer experience.
  • Design, build and maintain business essential tools to support the upkeep of accurate QA information.
  • Ownership and Management of relevant QA forms within Verint.
  • Hold regular Alignment and Calibration sessions with the Independent Quality Assurance team and all Team Leader and Partner QA teams.
  • Assess all appeals in to the IQA team from the operations and make key decisions on upholding or overturning the original scoring.
  • Make continuous documented recommendations and/or feedback for key decisions that are backed up by or led by data or regulations to the Operation.
  • Hold or attend regular meetings with key stakeholders of all levels across the business to take action or relay information.
  • Create or Support in all Communications to the Operations regarding any content changes to Scripts or Quality.
  • Drive positive customer and compliance outcomes from the central Governance, Risk and Control Team.
  • Drive the embedding and awareness of Regulatory QA.
  • Being a point of contact and business partner for your appointed business areas for everything Quality related.

    Knowledge of Excel & Verint are highly desirable.
  • Ability to deal with complex issues that may need to be translated into simple language.
  • Stakeholder management at all levels of the organisation.
  • Ability to work collaboratively as part of a team, or solo to ensure the best outcomes.
  • Ability to write clear, simple and relevant reports for use by a variety of stakeholders, with excellent organisational skills and attention to detail.
  • Analytical and research skills desirable.
  • Critical-thinking and problem-solving skills.
  • QA process knowledge and/or experience.
  • Strong presentation building and delivery experience.

    At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
    • We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference., At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are. Who We Are We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. What will you be doing? Supporting the delivery of Independent Quality Assurance, Team Leader Calibrations & Alignment sessions, Quality Performance Reporting and any appeals process while maintaining a consistent approach and upkeep of all marking criteria to meet our Legal, Compliance and Regulatory responsibilities for Specialist Care, Collections teams and Sales IQA. As a Central Team, we will be implementing the above across both Consumer functions within Vodafone UK to ensure consistent Quality scoring and outputs., An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We're also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We're committed to supporting you throughout every step of your career at Vodafone. Together we can Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance. Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.