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Service Quality Co-Ordinator

2 months ago

Nottingham, United Kingdom HBSUK Full time

SERVICE QUALITY COORDINATOR




ABOUT THE ROLE


As Service Quality Co-Ordinator you will be responsible for a wide variety of support and administrative activities within the contact centre. This will include ensuring that quality assurance is at the highest standard possible and that we have the right schedules in place to deliver the best possible service for our patients. You must challenge the norm in order to support a successful contact centre. This Quality Assurance Coordinator will have strong attention to detail with the ability to multi-task. A self-starter, highly motivated, passionate, reliable, and technically savvy.



MAIN RESPONSIBILITIES



  • This role will be responsible for performing a variety of duties to assist in the effectiveness of the Contact Centre.
  • Manage and coordinate our Service Quality Framework - Oversee the call quality audit routine.
  • This will include all elements required to empower the CCT leadership team to monitor, review and improve our service quality.
  • Document Management- Maintain and update our Standard Operating Procedures in line with the audit timetable.
  • Safeguarding leader – Be the centre point for all safeguarding training requirements.
  • Mandatory Training – Coordinate and keep records of all mandated / compliance-related training updates.
  • Scheduling & RTA – Administration of CCT team rota and facilitate real-time adherence to this.




EXPERIENCE


  • Experience in the design & delivery of quality frameworks
  • Effective evaluation of quality and measurement of success
  • Successful track record of writing and delivering a wide range of plans, including operational schedules, audits and compliance
  • A passion for data, analysis and spotting trends
  • Proven track record of meeting objectives
  • Self-motivated with the ability to work on own initiative and prioritise workloads
  • Strong relationship-building background
  • Experience of real-time adherence management in a contact centre


KNOWLEDGE AND SKILLS



  • Administration of Service Quality frameworks o Documentation of monthly call monitoring & Task samples to Facilitate calibration workshops with Team Leaders
  • Lead the annual compliance audit and action plan • Co-ordination of mandated training Safeguarding liaison
  • Support the Continuous Improvement goals & objectives





Our Commitment to you


We are committed to building a diverse team of HBSUK who are smart, nice, and get things done where everyone at HBSUK is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all HBSUK employees belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.


If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.