Quality Assurance Specialist

3 months ago

Worcester, United Kingdom team.blue UK Full time

**Company overview**:
Namesco Limited (names.co.uk) is one of the UK's biggest domain name and hosting providers. Domain names and web hosting are our specialities, but we also provide everything else needed to run a booming online business.

**Why choose names.co.uk?**

We want every member of our team to achieve more than they thought possible so that we can keep supporting our customers to succeed. We do this with:

- A diverse and inclusive culture
- Access to flexible working opportunities
- A relaxed, collaborative atmosphere
- Motivational, coach-style leadership
- Employee perks, including an enhanced holiday scheme and a birthday bonus

**What we do**

We make succeeding online as easy as it can be for our customers. We:

- Provide award-winning IT services
- Keep our products accessible and competitive
- Offer a diverse range of products to allow customers to grow
- Are customer-obsessed, offering multi-channel exceptional support

**Our values**

The five characteristics that drive our behaviours and the heart of our business culture;
- **We put our customers at the heart of everything we do**:

- **We’re stronger together and we trust each other to do the right thing**:

- **We tell it like it is, and keep doors and mind open**:

- **We treat each other with respect and regard**:

- **We’re always thinking ’what’s next?’**

We are looking for two Quality Assurance Specialists to join our Contact Centre team in our office in Worcester.

You will be working in a target driven contact centre with a strong sales culture, providing critical support to our staff and leadership teams.

In the performance of your duties, you will be expected to use your best endeavours to always promote and maintain the interests and reputation of the Company.

**Key responsibilities**:

- Quality Check calls and Tickets
- Audit Customer Care UK & IE sales
- NPS reporting and improvement
- Designing quality standards, procedures and specifications for the contact centre
- Preparing performance reporting
- Monitoring performance
- Commercial training for new starters and existing staff
- Determined Training needs

**Skills & Experience**:

- Strong IT skills
- Resilient & confident with the ability to problem solve
- Knowledge of Microsoft Word, Excel and Outlook at an intermediate level
- Clear written and verbal communication skills

**Key Competencies**:

- Exceptional communication and influencing skills
- Experience working in customer service environment
- Taking pride in your working standards, behaviour and attitude
- Excellent problem solving skills
- A natural flair for delivering excellent customer support
- Team Working
- An inquisitive mind and strong motivation to learn new skills

**Working hours**:
Normal office hours are:
Monday to Friday, 6am - 7pm, split into the following shift patterns: 8am - 4:30pm and 9am - 5:30pm.

On occasions, with advanced notice, you will be required to work 6am - 2pm or 11am - 7pm.

Saturday and Sunday - 8am - 4pm remote. Remote working also available on Fridays.

Training:
You will be given complete training and support from our office in Worcester.

Initial training would be full time from the office, Monday to Friday, 9am - 5:30pm.

**Right to work**:
At any stage please be prepared to provide proof of eligibility to work in the UK.

Unfortunately, we are unable to support Sponsorship Visas.

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