Reporting to Quality Manager - Prestige, this role is responsible for managing and coordinating the end-to-end customer complaints process, delivering best in class service making use of the data to improve overall quality. The Quality Performance Analyst works on root cause analysis with key stakeholders, coordinating investigations to ensure effective actions are put in place to prevent recurring issues, driving continuous improvement within the various departments when it comes to quality issues reported.
This role is also responsible for developing and maintaining key processes and procedures to ensure a consistent approach when managing overall quality data. They also develop and maintain quality reports which form an integral part of the overall business KPI’s, ensuring information is accurate and relevant. The role holder is responsible for promoting a quality assurance culture, interpreting quality results to identify trends and highlight opportunities for improvement.