B2B Quality Analyst

At Concentrix, we partner with some of the world’s most recognised lifestyle and service-led brands to deliver exceptional customer experiences. We are currently looking for a Quality Analyst supporting our Client that offers life insurance, pensions, retirement solutions, and investment services, where service is curated, experiences are personalised, and every interaction matters.

You will monitor and evaluate customer interactions across multiple channels, providing insights that enhance quality, elevate the member experience, and drive continuous operational improvement.

What You Will Do In This Role

• Monitor and evaluate calls, emails, and chat interactions to ensure alignment with defined quality standards and brand expectations.
• Deliver accurate, objective quality assessments and report insights to stakeholders including Quality, Operations, and Leadership.
• Identify trends, improvement opportunities, and key drivers impacting customer experience and service delivery.
• Participate in calibration sessions with internal stakeholders to ensure scoring consistency and best practice alignment.
• Maintain strong knowledge of services, offerings, and member experience expectations to ensure evaluations reflect the brand tone.
• Support continuous improvement through quality task forces, feedback loops, and operational reviews.
• Contribute to maintaining quality frameworks, scorecards, and documentation.
• Ensure adherence to confidentiality and data protection standards across all customer interactions.