Description:
Quality Performance Analyst
Portsmouth | £30,000–£36,000 | Office based
My client is a SaaS provider specialising in technology that supports real‑time customer engagement, offering tools that help businesses manage online enquiries and improve the overall customer experience.
We are supporting the search for a Quality Performance Analyst; someone with contact centre or insurance QA/leadership experience to take ownership of customer interaction quality across calls, live chat and email.
This is a brand‑new role where you’ll work closely with senior leadership, act as the key link with our outsourced contact centre, and help shape our customer experience strategy.
What you’ll do
1. Review and score calls, live chats and emails
2. Provide coaching and feedback to internal teams
3. Monitor outsourced live chat performance
4. Spot issues, solve problems and drive improvements
5. Share insights and help set customer standards
6. Grow into leading Team Leaders within 6–12 months (with proven results)
What we’re looking for
7. 2–3+ years in QA or team leadership (contact centre/call centre/insurance ideal)
8. Strong analysis and feedback skills
9. Someone proactive, solutions‑focused and great with people
Why This Role?
10. This is rare chance to shape a role from the ground up
11. Real influence over customer experience and service quality
12. Future progression to leadership for the right person
13. A collaborative, supportive environment where your voice matters
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.