Quality Analyst Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell we are the UK's largest judicial services company and pioneers in clean air technology offering services that support local and central government utilities and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.The group currently has revenue of £270m employs nearly 5000 staff and has a network of 1000 self-employed enforcement agents. The business operates 21 lines of business across several trading entities primarily in the UK. We have an exciting opportunity for a Quality Analyst to join the team. A bit about the role: The role of the Quality Analyst is to assist in ensuring that quality standards are met in all telephone calls written correspondence and data processing across all services in the Contact Centre. This involves quality monitoring and maintaining a feedback loop with the staff and management to meet and maintain standards and achieve continuous improvement. Ensuring policy documents are always up to date and in line with current legislation. Core duties and responsibilities: To work closely with the Onboarding & Quality Analyst Team Leader and Manager. Adopt the Company values as part of the everyday working practise. Monitor quality of customer contacts through all channels across the contact centre. Assist in providing support and guidance to Customer Contact Agents to ensure continuous improvement of the service. Provide objective and constructive feedback regarding work quality to fellow colleagues and provide support for them to be able to carry out their functions efficiently and effectively. Build and maintain strong relationships with the Performance Coaches to ensure relevant and up to date training is provided to new and existing staff. Assist in driving a continuous improvement ethos throughout the contracts. Assist in ensuring the Company meets its Contractual obligations and Service objectives of the Client. Liaise with Management teams to support with performance management procedures and documentation. Identify functional gaps and help developing ways of providing means of improvement to service delivery. What we are looking for: Highly analytical in approach A willingness to learn and develop Good communication and presentation skills A willingness to learn and educate on all areas of group business Effective time management and organisational skills. What's in it for you? Office based Full time 37.5 hours per week Enhanced Maternity and Paternity Package NB subject to eligibility criteria Health Cash Plan Staff benefits designed to suit your lifestyle from discounts on high street and online shopping to travel socialising and wellbeing If this sounds like the job for you please apply We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees. New starters will be subject to clearance through Disclosure Scotland and a Court Decree check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. INDMP