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Subfero Limited
,
Bristol, Bristol
Quality Analyst - Customer Service
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Salary: £23,652 per annum + £4,000 Bonus per annum + 23 Days leave + Gym |
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Overview
Due to continued growth and success at Subfero, we now have a brilliant opportunity to join the team as we are now looking for a Quality Analyst. This is suited for individuals with analytical experience who are looking for a new challenge within the Customer Service/IT Industry. Who are we? Subfero are a game-changing, vibrant and dynamic outsourced IT support centre of excellence, based in a state-of-the-art office complex in the Aztec West Business Park in Bristol. Successful candidates will be joining our Workforce Team, in a friendly, yet fast paced and ambitious workplace. As a Quality Analyst in an IT environment, you will enjoy full classroom and on the job training and support, before taking up a role in analysing and improving customer interactions for Microsoft’s product, Office 365. Your responsibilities as a Quality Analyst will include: Analyse customer interactions to ensure unrivalled customer service is provided and all processes followed. Provide appropriate feedback to Agents to ensure adherence to procedures and compliance. · Complete reviews of interactions with dissatisfied customers as required. · Reallocation of customer support tickets as required due to absence. · Report any problems or questions to appropriate teams within in the business. Working as part of the Subfero Team to improve all aspects of quality. The undertaking of administrative tasks. What are we looking for? We are looking for an individual who thrives in a fast paced, customer focused environment. Excellent verbal and communication skills – You will have confident, articulate, and professional speaking abilities Quality Analytics Experience: You will have the proven ability to analyse and report in a customer service or technical environment. Problem-solving - you will bring creative thinking to the role and be consistently considering how you can assist the agents to improve. Critical Thinking – You will be able to proactively recognise behaviours and coaching opportunities to support individuals in their continued development People oriented - you will enjoy working directly with customers and the Subfero Team. Open to change - You will have the ability to grasp new ideas and integrate them into desired results. Attention to Detail – You will have a strong attention to detail and an innovative mind. Bonus Points for: Genuine passion and excitement about technology Perhaps even an interest in gaming The ability and love to work in a team Experience Preferred/Desirable not essential: Customer Service Experience – 1 years Quality Analyst Experience – 1 year What we offer: Salary £23,652 per annum. Up to £4000 per annum performance bonus. 12pm-8pm shift. 22 days annual leave (plus Bank Holidays) 1 extra day for each year of service Plus a paid day off on your birthday Job Type: Permanent, 37.5hrs per week 1 weekend shift per month Free premium gym membership Free drinks, snacks, fruit etc. Pension, income protection, life insurance, healthcare scheme.