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Call Quality Assessor

3 months ago

Worthing, West Sussex, United Kingdom Bluecrest Wellness Full time
Bluecrest is a multi-award-winning provider of health assessments to both corporate and consumer sectors. We help people take control of their health risks enabling them to live healthier, happier, and more productive lives.

We were founded to fill a gap in the private health screening sector for an affordable, convenient option that meets the highest clinical standards for reporting.


We currently assess around 80,000 customers in over 2000 pop up clinics across the UK and the Republic of Ireland.

Bluecrest can assess for a range of different factors including heart disease, ECG, diabetes, cholesterol, vital organ functions as well as some cancers.


Position:

Call Quality Assessor

£23,100 per year + £2,000 pro rata performance bonus

Full time, Permanent

Fully Remote
**What we can offer you
- £23,100 basic salary per annum
- £2,000 per annum performance bonus pro rata

  • Remote working
  • Opportunities to progress within the company
  • A range of flexible benefits including company pension, free Vitality life insurance
with Vitality membership benefits; discounted Gym membership, wearable tech, spa

days, and trainers

  • 4 free health assessments a year for you, family, and friends
  • The opportunity to be involved in social activities throughout the year to make
friends and build relationships

**The role
You will undertake call monitoring to ensure that we are delivering great customer

conversations and meeting our compliance requirements, coaching and continuous

improvement.

Job definition

  • Quality assess calls using quality framework to ensure great customer conversations
are being delivered consistently

  • Provide feedback to Team Leaders via an agreed cascade process
  • Identify compliance failures and provide relevant information to leadership
  • Deliver monthly reporting on trends, volumes and KPI's to the Customer Experience
and Quality Manager

  • Work closely with Customer Experience Manager and other key stake holders to
drive continual improvement

Version 26042- Arrange calibration sessions with colleagues to standardise

the way we assess calls and to develop QA framework

  • Build and maintain strong relationships with Customer Experience and Quality and
other key stakeholders

Requirements:

Key Skills and experience

  • Highly organised, and IT literate
  • Able to work to targets set for volumes of calls reviewed
  • Work well under pressure whilst constantly achieving preagreed deadlines
  • Able to effectively communicate with the colleagues
  • Clearly and concisely reporting to Head of Internal Operations, Customer Experience
Manager and Team Leaders

  • Unbiased approach
  • Excellent knowledge of what great customer care looks like
  • Ability to identify opportunities to improve the way we work for the benefit of our
customers and our agents

  • Contact Centre/ Call Quality Experience
  • Training / Coaching Experience
  • Experience working remotely
  • Suitable quiet workspace (we provide all equipment required)

Other information:

_Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and _

_2001 and therefore all convictions, cautions and bind-overs, including those _

_regarded as 'spent', must be declared._

_ _

_We kindly ask recruitment agencies to refrain from making contact with us._

_ _

_Any personal information you share with us will be treated in line with our _

_company Privacy Policy._

_ _

_Bluecrest Wellness Ltd is proud to promote equal employment opportunities to all _

_applicants and employees regardless of their race, religion/belief, sex, sexual _

_orientation, marital status, pregnancy, maternity, national origin, ethnic _
**_background, disability, or age._