Quality Analyst

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

About Us:

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a marketleading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Role Purpose:
Reporting to the Quality Team Leader you will be responsible for quality monitoring, coaching, and compliance checking across Customer Operations as well as acting as a product specialist/Subject Matter Expert for the team. You will also be responsible for quality analytics and data to ensure Customer & retailer activity and trends are interpreted and used effectively with the Team, the wider Customer Operations, their managers and the business. You will drive improvement through individual’s performance (when related to knowledge), team data analysis and process improvement suggestions, based on spotted trends.

Role Responsibilities:

• Develops, motivates and coaches the team in order to maximise call delivery and ensure world class service quality.
• Ensures action is taken to enable KPI delivery and ensure regulatory goals are measured regarding quality and compliance in contacts from any team/channel.
• Acts as the subject matter expert for customer facing teams working closely with the Customer Operations team to inform and implement changes whenever required.
• Enables the creation of reports on advisor/team outputs to ensure quality targets are met, also ensuring no breach of security and compliance expectations. Taking corrective action where necessary.
• Responsibility for analysing trends in respect of quality through analysis of quality monitoring activity. This includes making recommendations to all parties involved.
• Sharing best practice across all parties to ensure on-going continuous improvement.
• Liaison with training and development teams around recommendations for improvements and potential refresher training needs.
• Through thorough cooperation with the Service Improvement team stays informed about processes, also quality, security and compliance requirements; recommends changes where appropriate.
• Supports delivery of regular quality calibration sessions.
• Attendance at meetings to present updates on quality work stream based on analysis and delivery
• Support of Gradbay and Post Training ‘Sign Off’ process through call monitoring, floor walking and feedback
• Creation and management of Call Handling Frameworks and support in knowledge centre suggestions and updates

Deliverable Solutions:
• Continuous Improvement & Process
• Applies own knowledge to identify, implement and adapt policies with the aim of improved efficiency and effectiveness across own or multiple work areas
• Suggests improvements to existing processes and solutions
• Evaluates suggestions of others to improve the efficiency of the team
• Explains product/service features, and begins to use creativity to promote product/service and persuade prospects or existing accounts
• Influences colleagues internally in straightforward situations
• Manages day-to-day relationships with suppliers or other external organisations

Requirements

Key Skills and Experience:

• Excellent listening and written/oral communication skills.
• Strong facilitation, problem-solving, research and decision-making skills.
• Excellent analytical and judgement skills.
• Ability to demonstrate the interpersonal skills necessary for management contact.
• Excellent self-organisational and prioritisation skills with the ability to deal with a high volume of work against tight deadlines • Proven administrative skills developed in an office environment
• High attention to detail
• Highly computer literate including ability to work with Google Suite or equivalent (specifically Excel and PowerPoint like software) at an intermediate level
• Ability to work flexibly and effectively as a member of a team
• Some experience of managing sensitive records and data; operating a professional approach to confidential information • Demonstrate collaborative approach to information and knowledge sharing
• Previous experience of effectively using information systems / databases and other technology to manage and interpret data and produce management information is desirable
• Previous experience in a Quality Role with a Sales/Service environment preferred
• Coaching Experience preferred
• Training experience a benefit

Benefits

• 26 days paid leave (plus bank holidays)
• Annual bonus scheme
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: we’ll match your contribution up to 8.5%
• Single Private Health Cover
• £500 Wellness Allowance
• Income Protection
• Enhanced parental leave (maternity and paternity)
• Eye Care, Dental and Cycle To Work schemes