|Quality Audit / Real Time Analyst
Experienced Quality Audit / Real Time Analyst required for a 3 – 6 month contract with expanding organisation located in Nottingham city centre.
The position has been created to support a transitional period relating to the structure of their growing help desk operations.
The focus will be on the turnaround time of tickets to ensure incidents are managed within SLA timelines and will involve supporting quality checking too.
The aim of the role therefore will be to increase the turnaround time of incidents, audit the quality of incidents and increase the availability of analysts to answer inbound calls.
The successful candidate must possess the following experience / qualities:
* Experience of Real Time analysis and an understanding of contact centre / helpdesk metrics / processes * Analytical and able to audit call / incident details * Self-motivated, adaptable, able to react quickly and under pressure * Accountability * A strong relationship builder who is able to influence at all levels * Excellent communication and prioritisation skills * Excel
Additional key words: quality audit, real time analyst, contact centre planning, workforce planning, resource planning.
Naylor George is a recruitment agency working on behalf of a client. We aim to contact all suitable candidates within 2-3 days. Unfortunately, due to the high volume of response we receive we are unable to provide individual feedback to applications that haven't reached the shortlist - we do however wish you all the best in your search for a new job