Customer Quality Analyst Placement

Customer Quality Analyst Placement

Primary Purpose of the Job

Joining as an undergraduate in this role, you will be responsible for the delivery of management information, root cause analysis and trend analysis which will contribute to the development of the delivery of good customer outcomes.

Main Responsibilities

• Develop sound working relationships cross functionally and companywide to improve the efficiencies and oversight that the Quality Assurance team have across Customer Operations and delivering good customer outcomes.
• Active involvement in all relevant projects understanding the impacts on customer outcomes across all business areas including gathering and implementation and delivery.
• Proactively develop and continuously improve outputs to anticipate the future needs of internal stakeholders.
• Identify the right input sources and take ownership to deliver timely solutions and outputs which add value/meet business needs.
• Proficient in multiple systems in order to extract, combine and analyse relevant data (don’t worry, we’ll give you training on these systems when you join)
• Involved with continuous root cause and trend analysis based on customer outcomes, providing the insight into any risks identified as well as any areas of improvement which can ultimately enhance the customer experience/journey.

Principal Contacts / Working Relationships

• Regular interactions with the Quality Assurance and Operational Compliance team to provide support and updates on ongoing workload activity.
• Develop meaningful working relationships with key departments within Customer Operations including our business insights team and reporting function.

Decision Making Scope

• Train and develop the new UG intake so they are up to speed on their upcoming tasks / responsibilities.
• Assess and prioritise own workload whilst updating line manager in case of conflicting deadlines.

Key Challenges

• High paced environment with frequent changes
• The volume of work to complete during month end whilst contending with normal daily / weekly tasks
• Becoming proficient in systems and software used for data inputting and analysis i.e Tableau, Business Objects, Salesforce, Respond, CMS, etc
• Being able to think proactively in order to make tasks more efficient
• A variety of different stakeholders to manage due to the nature of the role and reports released from the team

Education, Training and Experience

• Studying towards a Business or Numerate related degree.
• Advanced PC literacy: Microsoft Office skills especially Excel for reporting requirements and knowledge/experience of other system based analytical software.
• Experience with Tableau is desirable.

Skills and Personal Characteristics Required

• Aptitude for analysis with some analytical skills
• Strong communication and presentation skills
• Able to work with stakeholders at varying levels across the enterprise.
• Ability to adhere to strict deadlines.
• Good self and time management skills will help you to succeed
• Pro-active approach to improve efficiencies within process improvement

Career Path

Experience gained would allow undergraduate to apply for role in the future at VWFS UK or even apply for the VWG UK Graduate scheme.

How to apply

To apply for this role and to find out more, please click on the apply button.

Please note that applications may close before the application deadline, so apply early to avoid disappointment.