Contact Centre Quality Performance Analyst
SGN · G328FD · posted 74 days ago
Going rate £33,400UK median £33,972
Home Office going rates from
Occupation
3115Quality assurance technicians
Going rate for this occupation: £33,400 · UK median pay £33,972
Home Office going rates from
Where this salary sits
- UK pay for this occupation
- This role£29,525 to £43,886estimated
- Going rate£33,400
- UK median£33,972
View these figures as a table
| Percentile | Pay |
|---|---|
| 10th | £25,877 |
| 25th | £28,500 |
| 50th | £33,972 |
| 75th | £42,362 |
| Going rate | £33,400 |
| UK median | £33,972 |
Sponsorship
Sponsorship chance
Very low
- Not matched to a licence on the register
- Estimated salary is below the going rate
- Eligible only through a shortage list
On the public records we hold, sponsorship for this role looks unlikely: not matched to a licence on the register, and estimated salary is below the going rate.
- The salary is an estimate from national earnings data, not the employer's figure.
Why
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Resource & Performance Analyst
Glasgow | £29.9k - £35.9k per annum (dependent on skills and qualifications)
Full-time
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 Resource & Performance Analyst, you'll help make sure our Customer Service Centre delivers brilliant experiences for every customer, every time. You'll supervise telephony performance, 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.
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…
- 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 (Realtime Desk) – monitoring customer demand and helping the operation respond in real time.
- Identifying opportunities – Analysing shrinkage, telephony performance and managing planned absence.
- 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.
Information from public records, not immigration advice.