Quality Analyst

The role

The Quality Analyst is a vital role within the Blenheim Chalcot portfolio and Salary Finance. We’re seeking an experienced Quality Analyst to audit LiveChats and emails, ensuring top-tier customer service. You’ll evaluate interactions, provide constructive feedback, and drive process improvements to enhance customer experience. This role requires strong analytical skills, attention to detail, and a passion for service excellence.

Key Responsibilities:

1. Quality Monitoring
   - Evaluate customer service interactions through various channels (Email & Live Chat) to assess the quality of service provided.
   - Use established quality criteria and guidelines to objectively assess customer interactions.
2. Feedback and Coaching
   - Provide constructive feedback to customer service representatives based on evaluation findings.
   - Offer coaching and training to team members to improve their customer service skills.
   - Assist in the development and implementation of training programs to address identified areas of improvement.
3. Reporting and Documentation
   - Maintain accurate records of evaluations, feedback, and coaching sessions.
   - Generate regular reports on the performance of customer service representatives.
   - Identify trends and areas for improvement and present data-driven recommendations to management.
4. Process Improvement
   - Collaborate with the customer service management team to identify and implement process improvements that enhance the customer experience.
   - Participate in team meetings to discuss quality-related initiatives and improvements.
5. Compliance and Standard Adherence

- Ensure that customer service representatives adhere to company policies, procedures, and industry standards.

-Help in the development and implementation of best practices for customer service.

About you

The ideal candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

Must have:

1. Excellent communication and interpersonal skills.
2. Strong analytical and problem-solving abilities.
3. Detail-oriented with a commitment to accuracy.
4. Proficiency in using quality monitoring and evaluation tools or software.
5. Ability to provide constructive feedback and coaching in a positive and supportive manner.
6. Familiarity with customer service metrics and KPI's.
7. Strong organizational and time management skills.

Nice to have:

1. Advanced Excel skills.
2. Experience in process optimization & reporting
3. Great organization skills.

Qualification:

• Bachelor's degree or equivalent work experience.
• Previous experience in a customer service role, with a strong understanding of customer service best practices.

 About Blenheim Chalcot

Blenheim Chalcot is one of the leading venture builders in the world. We have been building exciting and disruptive businesses for over 26 years across sectors including FinTech, EdTech, GovTech, Media, Sport, Charity and more. These companies are all GenAI enabled and are some of the most innovative companies in the UK and increasingly around the world.

The BC team in India has been instrumental to the growth and success of Blenheim Chalcot. Established in 2014, Blenheim Chalcot India serves as a pivotal launchpad for those aiming to make a difference in the realm of innovation and entrepreneurship.

Blenheim Chalcot India is driven by a mission to empower visionaries to lead, innovate, and build disruptive solutions. We support our diverse portfolio of ventures and create impactful solutions that shape global trends. We provide a range of services to help new business get off the ground, including technology, growth (marketing and sales), talent, HR, finance, legal and tax, plus so much more!

One of our FinTech ventures, Salary Finance, is scaling fast and we’re looking to hire high energy, motivated and curious talent to support them on that journey!

About Salary Finance

Salary Finance is one of the UK’s fastest growing free employee benefits.

Who we are:

Salary Finance has grown from an idea in 2015 to a breakthrough FinTech platform and movement today. We support a community of 4M employees across 575 clients (inc 20% of the FTSE 100) in the UK and US, and provide a suite of financial employee benefits, to help employees improve their financial health and happiness. Our platform provides salary-linked savings, loans, pay advances, insurance and financial education. We are a company with 200 brilliant and passionate colleagues in 3 countries and to have the backing of great investors (Blenheim Chalcot, Legal & General, Experian, Goldman Sachs, Royal London) with £100M in equity and £500M in debt funding raised to-date.

Our social mission is deeply intertwined with our expertise in financial technology. All of the benefits we offer—simple savings, early access to earned pay, affordable loans, and insurance—are fully accessible via our custom-built digital platform. This allows us to deliver the simplest, quickest, and most secure customer journeys possible.

We have received 70+ recognitions for our products and societal contributions. Among them, we are particularly proud to have been recognized as ‘Responsible Business of the Year’ by The Prince’s Responsible Business Network (BITC), in addition to being awarded ‘Best Financial Wellbeing Provider’, ‘Ethical Financial Services Provider of the Year’ and ‘Consumer Champion of the Year’ in 2020 alone.

What we can offer you

• Be part of the World’s Leading Digital Venture Builder
• Have the opportunity to be a part of and learn from the incredible diverse talent in BC
• Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and opportunity to work with Gen AI
• A fun and open, if a little cricket obsessed, atmosphere – we own the Rajasthan Royals IPL team!
• 24 days of annual leave &10 public holiday days
• Private Medical for you and your immediate family & Life Insurance for yourself

Important

At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organization. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.