AQM Analyst — Elevate Customer Experience

M&S Bank; Chester; On-site; GBP 30,000 - 42,000; Full time

Job summary

M&S Bank is seeking an AQM Analyst to help monitor and improve call quality across contact channels. You will analyze data, validate language patterns, and configure automated rules using Form Designer and Speech Analytics tools.

You will work with frontline teams to implement insights, develop KPIs, and support change initiatives that enhance customer experience while ensuring fair monitoring practices.

Qualifications

• Ability to analyse data and recommend improvements to colleague and customer experience.
• Proficient in MS Office, especially Excel, and basic MI reporting.

Responsibilities

• Gather requirements to define AQM needs and objectives.
• Validate language data and refine rules based on actual calls.
• Test rule accuracy and configuration in the Form Designer.
• Build KPIs and source measures with Verint ACT.
• Pilot rules with a test group and gather feedback for refinement.
• Collaborate across teams to drive customer and colleague experience improvements.

Skills

Data analysis

Excel

Verbal communication

Multitasking

Empathetic

Tools

Form Designer

Speech Analytics

Verint ACT

Job description

M&S Bank is seeking an AQM Analyst to help monitor and improve call quality across contact channels. You will analyze data, validate language patterns, and configure automated rules using Form Designer and Speech Analytics tools.

You will work with frontline teams to implement insights, develop KPIs, and support change initiatives that enhance customer experience while ensuring fair monitoring practices.