Customer Service Quality Analyst

Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

**Job Description**:

- Provide the CS Management Team with a transactional sample check quality process that seeks to drive the agent performance management process in relation to the quality of CS interactions with Customers.
- Support the Quality and Analytics Manager in the build of the transactional sample check QA methodology aiming to deliver consistent quality responses. Providing CS TL’s with insight for the agent coaching effort driving continuous improvement and tracking that progress.
- Working with the Quality and Analytics Manager and using Tethr and the QA sample check insight to build Contact Centre wide improvement sprints with the aim of improving Quality and driving an increase in the support teams all up AIS score. Working collaboratively with CS Management Team and Etisal’s quality and training functions.
- Performing the transactional QA task for all frontline staff across the region
- Work closely with CS TL’s providing guidance to the coaching effort supporting them deliver continuous improvement where there are points of failure avoiding repeat error.
- Provide input into customer service insight for Events teams, Marketing and Product Team based on VOC data with suggestions for Business Wide Continuous improvement efforts.
- Ad hoc Duties as Directed by the Quality and Analytics Manager.

**Qualifications**:

- Likely coming from a volume Contact Centre environment with experience of delivering the Quality Assurance effort.
- Excellent communicator, team player and a multi-tasker.
- A deep and proven understanding of the balanced scorecard of measures that drive the agent performance management process and tracks the performance of the support function overall.
- Proven skill and expert at developing the performance of others.
- Prior customer service experience QA experience.
- Fluent in English additional language an advantage.
- Quick learner who is self-sufficient and uses initiative.
- Proactive problem-solver.
- A self-starter with a high level of enthusiasm and accuracy.
- Great attention to detail.
- Exceptional multi-tasking skills.
- Excellent organizer and able to work in a busy environment.
- Flexible, creative and versatile.
- Highly self-motivated with exceptional time management.
- Salesforce or other CRM experience.
- Strengths in attention to detail.
- Exceptional prioritizing skills while able to work in an ever evolving environment.
- Ability to deliver quality output on time and work with deadlines/targets.
- Good computer skills (Microsoft Office - Excel, Word, PowerPoint).
- Experience/understanding of B2B exhibitions.
- Exceptional presentation skills and a credible influencer of people.
- Please note, this position is Full Time, but you may be required to work extended hours on occasion e.g. when onsite and travel may also be required.

Additional Information- We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer._