Contact Centre Quality Performance Analyst

Quality & Performance Analyst

Glasgow | £29.9k - £35.9k per annum (dependent on skills and qualifications)

Full-time | Hybrid

Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

REQ5809

Great customer service doesn't happen by accident. It takes the right people, the right insight, and the confidence to keep improving every single day. That's where you come in.

As our Quality & Performance Analyst, you'll help make sure our Customer Service Centre delivers brilliant experiences for every customer, every time. You'll spot patterns others miss, turn data into action, coach colleagues to be even better, and help ensure we're always delivering safe, compliant and genuinely great service.

No two days are quite the same. One morning you could be looking at forecasting and resource plans, the next you're helping a Team Manager understand performance trends or carrying out quality reviews that make a real difference to how we support customers.

If you enjoy solving problems, asking "why?", and helping teams perform at their best, we'd love to hear from you.

How you will contribute

• Planning ahead – supporting resource planning and forecasting so we have the right people in the right place when our customers need us.
• Keeping an eye on live performance – monitoring customer demand and helping the operation respond in real time.
• Championing quality – reviewing customer interactions, verifying complaints and giving meaningful feedback that helps our teams grow.
• Turning data into insight – producing performance reporting that helps Team Managers understand what's working, what isn't, and where we can improve.
• Pitching in when it matters – supporting the wider Customer Service Centre, including frontline customer support and light supervisory duties when needed.

What you will need

• Understand how customer service operations work and what great service looks like.
• Have experience with workforce planning, forecasting or real-time performance management.
• Can analyse performance data and turn it into practical recommendations.
• Enjoy coaching and giving constructive feedback that helps others succeed.
• Understand the importance of quality, compliance and doing the right thing for customers.
• Communicate clearly and confidently with people at all levels.
• Have a great eye for detail and enjoy getting things right.
• Have experience with workforce management or contact centre systems (a bonus, not a deal-breaker).

Not sure you meet every requirement? Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives. If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

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