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Marston Holdings Limited, the UK's largest judicial services company and a pioneer in clean air technology, is seeking a Quality Analyst to join their team. The company operates across multiple sectors, providing technology-enabled solutions to government, utilities, and private sectors.
About the Role
The Quality Analyst will ensure quality standards are met across all communication channels in the Contact Centre, including calls, correspondence, and data processing. Responsibilities include quality monitoring, providing feedback, maintaining policy compliance, and supporting continuous improvement initiatives.
Core Duties and Responsibilities
* Collaborate with the Onboarding & Quality Analyst Team Leader and Manager.
* Monitor customer contact quality across all channels.
* Support and guide Customer Contact Agents for service improvement.
* Provide constructive feedback and support to colleagues.
* Coordinate with Performance Coaches for training updates.
* Promote continuous improvement and ensure contractual and service objectives are met.
* Assist with performance management and identify service gaps for improvement.
What We Are Looking For
* Highly analytical approach.
* Willingness to learn and develop.
* Good communication and presentation skills.
* Effective time management and organizational skills.
Benefits
* Office-based, full-time role (37.5 hours/week).
* Enhanced Maternity and Paternity packages (eligibility dependent).
* Health Cash Plan and various lifestyle benefits.
If you believe you're a good fit, please apply. We are an equal opportunity employer committed to diversity and inclusion. All new hires will be subject to background checks, including Disclosure Scotland and Court Decree checks.
Additional Information
* Seniority level: Entry level.
* Employment type: Full-time.
* Job function: Quality Assurance.
* Industry: Software Development.
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