Quality Performance Analyst

We are looking for a QPA who will manage performance, planning, Realtime and resourcing for the customer service centre. They will support the delivery of high-performing, compliant and assured customer service across the Customer Service Centre by monitoring performance, providing insight and coaching, and enabling the consistent delivery of 10/10 customer outcomes.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…

Support resource planning and forecasting activities, ensuring alignment to customer demand and operational performance requirements.

Monitor real-time performance across customer service channels, supporting short/long term performance management and enabling achievement of 10/10 customer service outcomes.

Undertake quality assurance activities, including call and customer quality checks, complaint verific...