Insights-Driven Quality & Performance Analyst

SGN; Glasgow; Hybrid; GBP 29,900 - 35,900; Full time

Benefits offered by this job

Joint-contribution pension

Enhanced maternity & family leave

Life assurance

HolidayPlus

Virtual GP

Employee Assistance Programme

Retail and leisure discounts

Job summary

SGN is seeking a Quality & Performance Analyst in Glasgow with a salary ranging from £29.9k to £35.9k per annum. This full-time role has a hybrid working model and focuses on enhancing customer service quality.

The successful candidate will monitor performance, provide analytical insights, and offer coaching to ensure exceptional service delivery. A solid background in performance management and excellent communication skills are essential for this position. SGN embraces diversity and encourages candidates to apply regardless of qualifications.

Qualifications

• Experience with workforce planning, forecasting, or performance management.
• Ability to analyze performance data and provide actionable recommendations.
• Strong communication skills for interacting with various team levels.

Responsibilities

• Monitor customer demand and assist with real-time operations.
• Review customer interactions and provide constructive feedback.
• Produce performance reports for management insights.
• Support resource planning and forecasting for customer service.

Skills

Problem-solving

Analytical skills

Coaching

Communication

Attention to detail

Job description

SGN is seeking a Quality & Performance Analyst in Glasgow with a salary ranging from £29.9k to £35.9k per annum. This full-time role has a hybrid working model and focuses on enhancing customer service quality.

The successful candidate will monitor performance, provide analytical insights, and offer coaching to ensure exceptional service delivery. A solid background in performance management and excellent communication skills are essential for this position. SGN embraces diversity and encourages candidates to apply regardless of qualifications.