Job Description

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

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 verification, and providing guidance and support to Customer Service Advisors and Team Managers.
• Produce and share performance MI and insights, supporting Team Managers in understanding trends, risks and opportunities to improve performance, compliance and service delivery.
• Provide operational support across the Customer Service Centre, including frontline cover, contact handling, and light supervisory duties to maintain service continuity and support team performance.
  
  

What you will need

• Experience working within a Customer Service Centre environment, with a strong understanding of customer journeys, service delivery, and operational processes.
• Experience supporting resource planning, real-time performance, forecasting and operational delivery, including understanding of shift patterns and demand across channels.
• Proven experience in monitoring and supporting performance, including assisting teams to meet service, quality and compliance targets.
• Experience in coaching and providing feedback to advisors, supporting improvements in performance, quality and 10/10 customer outcomes.
• Strong understanding of policies, procedures and regulatory requirements, ensuring all activity meets compliance and assurance standards.
• Experience in MI reporting and performance analysis, with the ability to identify trends, risks and opportunities to support continuous improvement.
• Knowledge of telephony systems, workforce management (WFM) tools and contact centre platforms (preferred).
• High level of accuracy and attention to detail, ensuring work meets quality, compliance and assurance standards consistently.
• Strong written and verbal communication skills, with the ability to clearly present insight and support performance improvement.

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.

Why SGN?

SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

About us | Benefits |Diversity and inclusion

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone. >