Customer Quality Assurance Lead
7 days ago
Customer Quality Assurance Lead at bpha
Location: Bedford (Hybrid)
Salary: £31,500 per year
Duration: Permanent
Schedule: Full time (37 hours per week)
Are you enthusiastic about ensuring top-notch customer quality assurance and looking for a fresh opportunity?
bpha is excited to announce a compelling new position for a skilled Customer Quality Assurance Lead to join our Customer Communications Centre. In this pivotal role, you will guarantee the provision of exceptional customer satisfaction consistently, while identifying chances for ongoing enhancements. Your main responsibility will be to enact modifications when customer service standards fall short of expectations, aiming to elevate customer contentment levels.
Key Responsibilities:
- Performing quality checks and presenting findings within specified deadlines
- Creating reports to facilitate discussions that promote continual performance enhancements
- Initiating and driving changes to elevate performance and quality levels
- Spotting data gaps and discerning process adjustments needed to enhance the customer journey
- Recognizing training necessities within the department, collaborating with stakeholders to organize training sessions
Desired Qualifications:
- Outstanding written business communication abilities
- Demonstrable numerical and analytical proficiencies acquired in a corporate setting
- Exhibits a proactive stance toward service delivery
- Demonstrates the capacity to operate independently
- Exceptional analytical skills, capable of scrutinizing large and small datasets to derive appropriate conclusions or detect patterns
- Apt at recognizing service enhancements and executing modifications in collaboration with key stakeholders
- Proficiency in utilizing MS Word, Excel, and Outlook in a corporate context
- Prior experience in social housing
Benefits:
- A competitive yearly salary of £31,500
- 28 days of annual leave PLUS Bank Holidays
- An attractive contributory pension plan
- Private healthcare coverage
- Complimentary life insurance
- Access to a wide array of wellbeing services and tools, including a virtual gym
- Learning and development opportunities
- Discounted gym membership
- Access to a retail discount program
The selected candidate will be required to undergo a standard DBS application process.
Closing date: Reviewed on an ongoing basis
As interviews are scheduled throughout the recruitment phase, early applications are encouraged.
We retain the right to conclude this recruitment process upon reaching a satisfactory number of applications. Therefore, we recommend submitting applications promptly.
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