Apprentice - Call Centre Quality

3 weeks ago


Newcastle upon Tyne, United Kingdom Verisure Full time

Location: Quorum Business Park, Benton Lane, Newcastle upon Tyne

Role Type: Permanent, 37.5 hours per week

Salary: Above government minimum wage + uncapped commission potential

Position: Quality Assurance Analyst

About Verisure:

Verisure is a leading provider of security solutions for residential and commercial customers. We are committed to delivering exceptional service and protecting our customers' homes and businesses.

Job Summary:

As a Quality Assurance Analyst, you will play a crucial role in ensuring the highest standards of customer service and operational excellence. You will monitor inbound calls, identify areas for improvement, and provide feedback to the team to enhance overall performance.

Key Responsibilities:

  • Call Monitoring: Listen to recorded calls to assess agent performance, compliance, and customer satisfaction.
  • Quality Analysis: Analyse call data to identify trends, patterns, and areas for improvement.
  • Feedback Provision: Provide constructive feedback to agents, supervisors, and management to enhance call quality and efficiency.
  • Reporting: Prepare regular reports on quality metrics, performance trends, and recommendations for improvement.
  • Customer Experience: Contribute to initiatives to improve the overall customer experience.

Requirements:

  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving abilities
  • Attention to detail and accuracy

Benefits:

  • Competitive salary and uncapped commission potential
  • Supportive and collaborative work environment
  • Opportunities for professional development and growth
  • Comprehensive benefits package including medical insurance, pension, and generous holiday allowance

APPLY TODAY

JBRP1_UKTJ



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