Customer Service Advisor

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

Automatic Quality Monitoring (AQM) is a tool that has the capability to listen to every interaction, transcribe the conversation and ultimately Quality Monitor that interaction based upon a set of rules which are set to ensure that the right interaction is being monitored fairly.

AQM gives M&S Contact Centres the opportunity to review a larger volume of interactions, allowing for better insights into trends we are potentially not seeing with the limited number of interactions assessed by Team Leaders/Quality Analysts – resulting in significant opportunities to add sparkle and drive improved customer experience.

The AQM Analyst will work closely with the frontline operational areas. You will need to understand the business objectives/risks identified, the issues resulting from the risk raised and have a clear outcome/solution using AQM (Automated Quality Monitoring) and Speech Analytics.

What you’ll be doing

• Requirements Gathering - understand business objectives for need to require AQM
• Language/data validation using Speech Analytics to identify language/terms used in calls to determine/refine rules based what is actually said vs what we think is said
• Accuracy testing – test the accuracy of each rule
• Application configuration – create forms in Form Designer with necessary rules (Applicability and Answer rules)
• Build KPI’s and Source Measures to produce KPIs within Verint ACT
• Pilot – using a pilot group to test rules/gather feedback and enhance rules if required via Phonetic boosting//vocabulary enhancement
• Roll out to Contact Centre
• Identify themes/call processes requiring further reviews in terms of colleague/ customer impact (eg scripts, processes and procedures)
• Work with teams across the business to drive and support change initiatives to make things easier for our customers and colleagues

Your skills and experience should include:

• Analysing data and making recommendations for colleague and customer experience development
• Microsoft Office skills inc. Excel and basic MI production
• Developing and recommending changes and improvements to procedures and practices based on understanding of M&S Bank
• Positive mindset
• Proactive
• Detailed and focused
• Empathetic, patient and approachable
• Resilient
• Passionate about helping others and solving problems
• Excellent communicator (verbal and written)
• Comfortable multitasking and staying organised

Knowledge of the below would be an advantage

• Knowledge of the following applications:
• Form Designer
• Create KPI’s
• Assignment Manager
• Speech Analytics Category Builder
• Form Designer
• Interactions (search and replay)
• ACT end user navigation
• Knowledge of M&S Bank Products and Frontline systems