About Chemist4U Chemist4U is one of the UK’s largest online pharmacies, making medicines, expert advice, and everyday health essentials easier to access than ever. With a fast-growing, innovative team, we deliver trusted pharmacy care straight to our customers’ doors. Join us and be part of a company that’s transforming healthcare and making a real difference every day. Our purpose The mission Help everyone feel better, sooner. Empower everyone to take control of their health by providing world class technology and pharmacy services Our values: Collaboration Integrity Positivity Growth Customer centricity We simplify processes and medication management by leveraging cutting-edge technology and empowering our team. Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being. About the role Job type: Permanent Salary: £28,000 Working Pattern & Hours: Flexible to work Monday–Friday across shifts between 8:30am–5:00pm and 1:00pm–9:30pm, with availability to work one Saturday every four weeks Location: Skelmersdale, WN8 As a Customer Service Quality Analyst at Chemist4U, you will be responsible for ensuring that our services meet customer expectations, regulatory requirements and are in line with our values. Your role is to assess customer service interactions through monitoring, evaluating and providing analysis to the Customer Service leadership team for assurance of quality of outcomes, making recommendations for improving customer satisfaction. Key Responsibilities In this role, the Customer Service Quality Assurance Analyst will play a vital part in elevating our customer experience. Your main responsibilities will include: Evaluate customer service interactions against the defined standards Provide regular updates to customer service team leader Carrying out quality assurance across the business to ensure consistently high service standards, including reviewing customer interactions and assessing selected clinical conversations to maintain compliance and quality Maintain accurate records of outcomes at agent, team and department level Work collaboratively with the Customer Service leadership team to track coaching activities and results Provide support to Team Leaders through delivery of targeted evaluations as part of onboarding and training route to competence Maintain up-to-date knowledge of products and services Collaborate with internal teams to address concerns and improve service, working closely with Customer Services leadership team Keep detailed and accurate records of customer interactions and transactions Follow company procedures and all relevant regulatory guidelines. About You You’re an analytical and detail-focused individual who excels at interpreting data, spotting trends, and using insights to improve processes. As the Customer Service Assurance Analyst you will be proactively auditing a wide range of customer interactions, providing positive and constructive feedback to the customer service team to support continuous improvement. Qualifications & Experience To succeed in this position, you will need to demonstrate the following skills and experience: Strong analytical skills, you will have the ability to analyse data and identify trends to improve processes Excellent attention to detail, you will have a meticulous approach to ensure that no detail is overlooked in quality assessments Confident and articulate communicator, you will have excellent verbal and written communication skills for effective collaboration and reporting Having experience reviewing clinical conversations from a customer service quality assurance perspective would be a valuable advantage Strong grasp of technical concepts and familiar with quality monitoring standards and frameworks Advanced organisational skills with the ability to multitask and prioritise workload effectively. Company benefits Working with an NHS-focused organisation means doing work that truly matters, every day, you’ll help make a real, positive impact on the lives of patients across the UK and Ireland. And that’s just the start. We also offer: Discounted gym membership Pension scheme Funded training Enhanced Maternity & Paternity 30 days’ annual leave, including Christmas Day, Boxing Day, and New Year’s Day, with all other bank holidays flexible to take at your convenience Health & Wellbeing benefits Staff discount Sick Pay Scheme Blue light card membership is available Free seasonal flu vaccination Regular social events.