QCA Analyst

14 Oct 2021
29 Oct 2021
Full Time
Contract Type
Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

"As a QCA Analyst you will assist in providing a wholly independent view of Quality and Compliance Assurance across the business, producing analysis of Sky's customers' interactions across various contact channels, to assess adherence to Sky's processes and compliance with regulatory and operational requirements, as well as providing independent performance reporting and MI." - QCA Manager

What you'll do:
    Support Quality and Compliance Assurance Manager and wider Compliance teams by delivering deep dive analysis with accurate, insightful, actionable, and timely reporting.Work in conjunction with the Sales and Service Operational Quality teams to ensure consistency of Compliance Assurance between estates and across multiple channels. Raise potential Compliance risks to the Quality and Compliance Assurance Manager by providing detailed insight data and reporting on our customer interactions Assist in the completion of compliance-led business area and subject specific analysis, through both core and ad-hoc assessments.Support the set-up of new work requests which will inform the Director of Operational Compliance, and varied senior stakeholders of key risk areas
What you'll bring:
    Proven genuine interest in Compliance, and an understanding of regulatory and operational processes and procedures around Quality and Compliance for contact centresExperience in collating key pieces of data through monitoring of customer interactions (including call-listening), allowing for quality analysis and the production of clear and concise reporting, tailored to stakeholders' requirements A proven track record of analytics preferably gained in a Compliance environment, where strict levels of controls were in place Excellent written and verbal communication and interpersonal skills, with the ability to build and maintain strong working relationships at all levels Strong Excel skills and experience of building, maintaining and delivering Reporting would be a distinct advantageEfficient time management and excellent prioritisation & organisational skills
COO-OpsOur Operational Teams are passionate about building the foundations on which our amazing teams run. We provide the operational services that allow Sky to deliver the best service, products, and technology to both our colleagues and our customers. We are passionate about driving improvements to the engine room of our business, and as part of our fast-paced team, no two days are the same.

The Rewards:There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

    Sky Q, for the TV you love all in one placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences
Where you'll work:Hybrid working, but applicant must be able to commute to Livingston 2-3 days every week

Inclusion:We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait? Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

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