Customer Service Quality Assurance Analyst

Customer Service Quality Assurance Analyst

Location:

Lancashire, WN8

Job Type: Permanent

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.

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.

• Evaluate customer service interactions against the defined standards
• Provide regular updates to customer service team leader
• 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.

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.

• 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
• 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.

• Discounted gym membership
• Funded training
• Enhanced Maternity & Paternity
• 30 days holiday
• Sick Pay Scheme
• Blue light card membership is available
• Free seasonal flu vaccination

Associate

Full-time

• Customer Service
• Analyst
• Quality Assurance

• Retail
• Retail Pharmacies
• Retail Health and Personal Care Products