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Quality Assurance Agent

3 months ago

Portsmouth, Portsmouth, United Kingdom Motor Marketing Ltd Full time

Motor Marketing
Motor Marketing specialises in supporting vehicle manufacturers and retailers with lead generation & Customer retention. At the heart of our business lies our contact centre based at Harbourgate in Portsmouth. We are always on the lookout for talented and focused individuals to join our growing team.

Quality Assurance Agent


You will need to have good attention to detail, be a good communicator, have a bright and confident personality and have excellent organisational skills.

This is a key role within the business as you will be expected to measure quality for all agents across calls and administration.


What will I be doing?

  • Quality Assurance on agents call recordings, bookings and admin using a checklist to ensure all calls comply with specific campaign requirements for each client
  • Various administrative tasks, such as allocating tasks and investigating complaints.
  • Act as an overflow team for answering calls and transferring to correct department/s or taking messages for various teams.
  • Gathering information from asking the right questions
  • Building lasting relationships to ensure repeat business
  • Providing first class customer service both internally and externally
  • Representing the company brand effectively and respectfully

What are the qualities we looking for?

  • Customer focused
  • Selfmotivated
  • Resilient
  • Target driven
  • Confident with answering and transferring calls
  • Conversational & able to build rapport with customers
  • The ability to build & maintain fantastic customer relationships
  • Computer Literate
  • Previous Motor Trade Experience (optional)
  • Previous experience with Kerridge, Drive, Pinnacle (DMS/CRM Systems) (Optional)

Salary:
NMW

Hours: 37.5 Hour Week (Mon-Fri), 4 hours on alternate Saturdays (paid as overtime) and Overtime offered when required.

Benefits

  • Holiday entitlement 22 days
  • Training Courses (GDPR, Customer Service, Telephone skills and inhouse systems & process training)
  • NEST Pension
  • Onsite parking
  • Business mileage compensated
  • Discounted cinema tickets
  • Blended working
  • Development opportunities
  • Agent of the month vouchers
  • Performance related quarterly bonus
  • PAM Assist Wellbeing


We are an equal opportunity employer and considers all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Work Remotely

  • No

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday and alternate Saturdays
  • Overtime when required.

Job Types:
Full-time, Permanent

Pay:
£8.60-£11.44 per hour

Expected hours: 37.5 per week

Benefits:

  • Free parking
  • Health & wellbeing programme
  • Onsite parking

Schedule:

  • Monday to Friday
  • Overtime

Supplemental pay types:

  • Bonus scheme

Work Location:
In person