QA Insight Specialist

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireQA Insights Specialist - Principal CoordinatorAbout this roleThis is an opportunity to join a vibrant and fast paced team, providing quality assurance, actionable insights and reporting to the business. You will be responsible for monitoring agent interactions, providing actionable insights and influencing change to improve customer outcomes. What you’ll doMonitoring: Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, mid to high risk workstreams, requiring good judgement skills. Providing assurance and actionable insight through accuracy and proactive identification ofGreat customer outcomes, process adherence/executionNon process adherence / executionTraining and knowledge gapsError trends and root causesSystem failuresValidation: Conduct reperformance of QA monitoring across multi...