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Specialist - Quality Assurance & Compliance

4 weeks ago

Swansea, United Kingdom Virgin Holidays Full time

**Job Details**:
**Salary**: Competitive

**Hours**:Part time, 22.5hrs per week

**Location**: Hybrid, Swansea or Crawley - speak to us about what flexibility looks like for you.

**Contract**:Fixed Term for 6 months

**Closing Date**:24th April 2023

What's the difference between an average travel experience and one that really sparkles? The answer is simple: Us.

At Virgin Atlantic Holidays, we know that our people are the guardians of our unique and incomparable brand. Using our incredible powers, together, we can make Virgin Atlantic the most loved holiday company. We're looking for more superheroes to join our team and make this vision a reality.

So, if you're ready to take your career to new heights, read on.

**In a nutshell**:
Our Quality Assurance & Compliance Specialists, support both the Virgin Atlantic and Virgin Atlantic Holidays Customer Centres. Using their analytical powers to drive performance and get to the root cause of any issues. Taking colleagues under their wing to provide the coaching and support that will allow them to overcome barriers and really make a difference.

**Day to day**:
Some key responsibilities are:

- Accountable for the accuracy of CC Quality Assurance and Compliance checks.
- Responsible for assessment and sign-off of new recruits. Ensuring coaching and development is in place to help them to meet the required standard.
- Play an active role in the Customer Centre coaching programme, giving guidance to team leaders on what trends they need to focus their sessions on. Complete ad-hoc sessions to improve employee knowledge and confidence.
- Generate reports and management information.
- Identify and feedback any issues and trends which impact customer experience or revenue.
- Completing calibration workshops with Team Leaders and spot-checking work to ensure consistency.

**About you**:
If you are an excellent communicator who enjoys resolving issues and spotting trends. Then you may be the person that we are looking for
- Operational knowledge of Customer Centre customer and advisor journeys, business processes and systems would be beneficial
- An understanding of Quality Assurance and Compliance framework and monitoring process would be beneficial
- Ability to analyse and articulate data, understand trends, and make recommendations, with demonstrated experience in developing and maintaining a large data set
- Excellent communication skills, and good stakeholder management, with the confidence to challenge leaders.
- Competent in MS Office Suite, including Word, Excel and PowerPoint and able to learn new software as required.
- Good problem-solving skills including root cause analysis and investigations.
- If this sounds familiar, we would love to hear from you

At Virgin Atlantic we love to experience everything the world has to offer, so it's important that our people also get the opportunity to see it for themselves. Along with our brilliant travel benefits which will see you reaching new heights, we also have fantastic financial and wellbeing benefits too. We would love to discuss these with you in more detail soon.

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**Be yourself**:

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