Quality Analyst

Performance Improvement Coach – Quality Assurance PURPOSE OF THE JOB: The successful candidate will work with the Call Centre Managers, Team Leaders & Support Functions as a PIC in Quality, along with working in other areas within the support team as & when required. These areas include, but are not limited to, Supervising, being a Knowledge Expert, Cross Training, Escalations, supporting NET training. They will be responsible for the monitoring of, and providing feedback and coaching on, various transaction types. Roles & Responsibilities: Conduct thorough quality assurance evaluations Evaluate the quality of the Customer Service Representatives on various LOBs, including, but not limited to, voice, emails, chat & OP Review, assess and identify coaching and training needs. Deliver coaching and feedback to Customer Service Representatives highlighting strengths and areas for improvement to ensure quality, adherence and excellent customer service Use quality monitoring data management system to compile and track performance at centre, team and individual level, including trend analysis Develop quality improvement plans in collaboration with Team Leaders, Training & Managers Prepares internal and external quality reports for management staff review Conduct refreshers when required Be an active member of calibration process both internal & external Training new entrants in the quality aspect of their role(s) Elements of Supervision are required within the role This list is not exhaustive, and the role will require other tasks and responsibilities to be undertaken when required The Person: First and foremost, our Performance Improvements Coaches (Quality Assessors) are ambassadors for the HCL brand and role models for their colleagues Excellent communication skills, verbally and written Strong attention to detail and analytical thinking Ability to influence and persuade other people without direct authority Strong teamwork and collaborative attitude Initiative-taking and must excel in a minimally managed, high-profile position Adaptability, Flexibility, Confidence, and a Willingness to take ownership Essential Criteria: Minimum 2 years’ customer service centre experience Minimum 1 year customer service centre experience within a Quality Assurance / Performance Improvement Coach Role Strong computer literacy including Microsoft Office Suite Desirable Criteria: (used in the event of high-volume applications) 2 years’ contact centre experience within a Quality Assurance / Performance Improvement Coach Role A Level or above (Or equivalent) Hours of Work: 40 hours per week Core hours are Monday – Friday 8am-8pm & Saturday 8am-12noon, fully flexible to meet the demands of the role as operational hours may change due to business/client requirements Permanent contract Selection Process: Successful candidates must be able to complete and clear the below before an offer of employment can be made: Telephonic Screening Face to face interview and assessment Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks

Location: Belfast, Northern Ireland, GB

Posted Date: 9/8/2025