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# Telephony Analyst

- **Company:** KPMG International Cooperative
- **Location:** Glasgow, UK
- **Salary:** £47,060.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Cyber Security, Computer Literacy, Microsoft Office
- **Published:** July 3, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=aa3e60969cc74615

## About the Role

* Experience of working in a customer service/operational environment
 * Outbound and inbound call experience
 * Working knowledge of MS office- Excel, Word and Outlook
 * Good administrative ability and accuracy in capturing customer information
 * Articulate in both written and verbal communication
 * Knowledge and understanding of KYC CDD/ EDD

Desirable Experience

 * Experience of working in a financial environment
 * Proven experience of working with multiple systems
 * Working successfully in a target driven environment

Skills

 * Excellent customer service
 * Effective communication
 * Attention to detail
 * Computer literate
 * Self-Motivated
 * Adaptable
 * Thrives under pressure

Core Competencies

 * Integrity
 * Driving Results
 * Accountability
 * Resilience
 * Planning & Organising
 * Decision Making

## Description

This role will assist the Analyst role in gathering the necessary information in order for cases to be completed in a timely manner to expected business timeframes.

You will interact with customers via both receiving inbound calls and making outbound chaser calls.

The role will involve accurately capturing customer details and performing validation and security checks as required.

Deliverables

 * Conducting inbound and outbound 'first contact' calls with customers
 * Accurate data entry and processing
 * All calls/tasks handled in line with agreed SLA
 * Maintain personal compliance of operational and regulatory risk by performing required validation or security checks for all calls where required
 * Ensure Information Security risks are effectively managed in line with client expectations and work extensively with KPMG internal information risk and ITS teams to apply appropriate standards.
 * Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme, handling phone calls and business standards
 * Be responsible, a self-starter, ensuring project level changes communicated are understood and actioned as requested
 * Ensure quality is embedded within the work
 * Develop strong knowledge of processes


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