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.Above government minimum wage + uncapped commission potential
Position: Quality Assurance Analyst
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.
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.
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.
Provide constructive feedback to agents, supervisors, and management to enhance call quality and efficiency.
Prepare regular reports on quality metrics, performance trends, and recommendations for improvement.
Competitive salary and uncapped commission potential
Opportunities for professional development and growth
Comprehensive benefits package including medical insurance, pension, and generous holiday allowance



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