Contact Centre Quality Performance Analyst

Resource and Performance Analyst Glasgow £29.9k - £35.9k per annum (dependent on skills and qualifications) Full-time Joint-contribution pension from 6% (12% total) - Enhanced maternity and family leave - Life assurance - HolidayPlus - Virtual GP and Employee Assistance Programme plus retail and leisure discounts and many more. REQ5809 Great customer service doesn''t happen by accident. It takes the right people, the right insight, and the confidence to keep improving every single day. That''s where you come in. As our Resource and Performance Analyst, you''ll help make sure our Customer Service Centre delivers brilliant experiences for every customer, every time. You''ll supervise telephony performance, spot patterns others miss, turn data into action, coach colleagues to be even better, and help ensure we''re always delivering safe, compliant and genuinely great service. No two days are quite the same. One morning you could be looking at forecasting and resource plans, the next you''re helping a Team Manager understand performance trends or carrying out quality reviews that make a real difference to how we support customers. If you enjoy solving problems, asking "why?", and helping teams perform at their best, we''d love to hear from you. We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here''s how you will contribute Planning ahead - supporting resource planning ..... full job details .....