Quality and Performance Data Analyst

Salary: £19.2 per hour

Our local authority client has a 5-month contract vacancy (with the possibility of extension) for the role of a DATA ANALYST (QUALITY AND PERFORMANCE), details as follows

Job Purpose

As a Quality and Performance Analyst in the Customer Service Centre you will work closely with the Senior Quality and Performance Officer and the wider CSC management team to contribute to the provision and management of an effective Customer Service Centre.

You will be directly responsible for identifying and collating key performance indicators necessary for measurement and distribute daily, weekly and monthly reports with clear and succinct analysis, communication of progress towards determined goals and recommendations for improvement.

Responsibilities

• To acquire data from primary or secondary data sources and maintain databases/data systems.
• To identify, analyse, and interpret trends or patterns in complex data sets.
• To design reports for the Adult and Children’s Social Services Team that provide information, data, statistics, intelligence, insight and analysis on activity and performance.
• To produce reports based around contact statistics, performance, agent performance, multimedia stats and other scorecards.
• To support the Adult and Children’s Social Services Team management team, providing insight to assist with core decisions around, cost, efficiency and business casing.
• Provide analytical insight from the Service Improvement Log especially on avoidable contact and first contact resolution.
• To provide relevant information to the management of individual and team productivity to ensure targets and KPIs are met by creating and populating scorecards.
• To develop and implement databases, data collection systems, data analytics and other strategies that optimise statistical efficiency and quality.

Essential Requirements

• Achieved a level 4 NVQ or equivalent.
• Or Substantial experience within the Job scope
• Demonstrable experience in an analyst role, ideally within a contact centre and / or financial services environment.
• Knowledge and experience of working in a customer service environment.
• Numerate and analytical, with ability to develop a mixture of simple and sophisticated forecasting and headcount models.
• Ability to analyse operations and identify areas for improvement.

If you have the necessary experience and qualifications to fulfill this role, please submit your CV ASAP.