Service Quality Analyst

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Join the Access Family and see how we make software ideas become a reality!

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Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

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We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

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 What are we all about?

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At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more.

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We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

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About you:

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· Be curious about yourself, others, and the world around you

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· Think commercially by understanding our customers, the markets we operate and how we make money

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· Show you care by relating to other people and teams

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· Be accountable by taking responsibility for your actions and the impact you have

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· Be flexible and adaptable, look to constantly evolve

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· Demonstrate resilience by bouncing back from setbacks or overcoming barriers

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Job specific behaviours

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· Express a genuine interest in assisting our customers and your colleagues

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· Be kind, understanding and patient

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· Endeavor to be clear and concise in all communication

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· Build trust quickly

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· Be curious and challenge the status quo

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· Be a passionate advocate for Access, its products, and its people

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Day-to-day, you will:

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· Have a growth mindset and embrace change

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· Be passionate about our customer and Engineer experience and influence as and where needed

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· Drive Access’ Cultural Values and ensure our Engineers demonstrate these in every interaction

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· Build and maintain strong, trust-based relationships with stakeholders at all levels of the business

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· Demonstrate strong emotional intelligence and awareness

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· Create an environment of excellence in setting customer standards – strong attention to detail

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· Keep current in market Service Quality trends and analysis – strive to become an expert in everything service quality related

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· Provide QA data and insights to the relevant departments in a timely manner as agreed

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· Support with the design and content of quality bulletins and comms

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· Audit the required number of Quality Assessments and provide feedback to assessors

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· Monitor and report out on compliance to process/policy etc.

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· Use quality insights along with other data inputs to identify performance trends

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· Support the creation of Data Driven SMART development plans

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· Arrange, attend, and engage in the required number of internal calibrations

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· Compose and analyse both qualitative and quantitative data

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· Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related topics

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· Be an example of effectively promoting and adopting change

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· Act as a mentor coach - stay connected with Coaching and all coaching practices (performance coach training will be provided but having coaching experience is an advantage)

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As a well-rounded Service Quality Analyst, your skills and experiences will likely include:

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· You have at least 1 year experience in a customer support/service role

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· You solve problems and offer suggestions in a positive developmental manner

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· You have excellent organizational and time management skills

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· You’re a great communicator

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· You have strong leadership, analytical, and decision-making skills

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· You enjoy interacting with employees at all levels of our company and working with a diverse group of people

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· You have strong knowledge of MS Excel and PowerPoint

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· An excellent performance record, maintained and consistent over time

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· Must be seen as a role model for others

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· Skilled and passionate about our Customers Experience

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· Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment

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· Be an example of effectively promoting and adopting change

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· Provide observable departmental learning needs to other teams as required (Policy / Process / Tools)

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· Fluent in English essential, other languages an advantage.

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What does Access offer you?

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We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

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On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you.  

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At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be who we are looking for.

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We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

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What’s holding you back? Come and be part of our Amazing Access Family!

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Love Work. Love Life. Be You.