QCA Analyst
- Employer
- Sky
- Location
- Livingston
- Salary
- Negotiable
- Closing date
- 29 Oct 2021
View more
- Sector
- Media & Internet
- Hours
- Full Time
- Flexibility
- Flexible working available
- Contract Type
- Permanent
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Job Details
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
- 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
- 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
Company
Sky is the operator of the leading multichannel television platform in the UK and Ireland with viewers in 8.6 million households.
Sky was the winner of the Overall Top Employer Award for the 2016 Workingmums.co.uk Top Employer Awards. It was praised by the judges for the strong evidence of its support for diversity, female career progression across the board and family friendly working which was backed up with strong evidence and case studies.
Company info
- Website
- http://www.sky.com/
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