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Quality Assurance Specialist
4 months ago
Quality Assurance Assessor
A Quality Assurance Assessor position has become available based in the centre of Cardiff The role is with an award-winning insurance company who are on a huge growth journey this year.
This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like a change. It could also be someone who has worked in a call centre environment and would like to try something new.
You must have a great attention to detail for this position and the ability to speak and coach others when needed. Please see a full description below:
What you’ll be doing -
- Your primary responsibility will be to conduct contact monitoring assessments within the Contact Centre for both the Sales and Service Departments, ensuring compliance with the Quality Assurance Programme.
- As an advocate for performance quality and a champion of excellence, you will provide clear and factual feedback to help agents enhance customer experiences and meet regulatory requirements.
- You will ensure the accuracy of quality monitoring reports and promptly identify any potential risks to customers.
Key Responsibilities include -
- Evaluate Customer Contacts: Conduct assessments in line with the Quality Assurance Programme, recognising strengths and identifying areas for improvement or corrective action.
- Maintain Accurate Records: Ensure monitoring output is precise and concise, facilitating effective feedback from managers to agents.
- Identify Call Trends: Detect adverse call trends or drivers and report these to the QA Team Leader and Operations Manager.
- Analyze Performance Data: Use management information (MI) to spot performance trends and gaps, discussing improvement plans with relevant managers.
- Participate in Calibration Sessions: Engage in sessions to ensure understanding and consistency across the team.
- Stay Informed: Keep up-to-date with regulatory, procedural, and product changes that affect customer contact and the Quality Assurance Programme.
- Highlight Regulatory Issues: Raise any issues that could impact regulatory compliance and the company's internal procedures.
- Confidentiality: Handle sensitive business and employee information with care and confidentiality.
- Integrity and Diligence: Act with integrity, due care, skill, and diligence.
- Transparency: Be open and honest with the regulatory body.
- Customer Fairness: Prioritise customers' interests and treat them fairly.
This list of duties is not exhaustive and may be revised by Senior Management as needed.
Essentials Skills
- Excellent written and verbal communication skills
- Strong planning and organisational abilities
- Enthusiastic about fostering people improvement
- Ability to work effectively both in a team and independently
- Interest in customer journeys and experiences
- Proficiency in Microsoft Office, particularly Excel, is preferred
- Previous experience as a Quality Assurance Assessor is preferred
- Strong analytical and statistical skills
If you are interested please reach out and I can tell you more about the company
