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Quality Checker
4 weeks ago
**About Us**
**Role Overview**
As we continue to grow our Customer Service advisor population in Edinburgh we are now searching for Quality Checkers to support our site.
**What we offer**
- 32 days holiday (including 8 bank holidays)
- Life assurance to give you peace of mind
- An Employee referral program that rewards you for inviting friends to come to work with us
- Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
- Extensive learning opportunities and resources to further your career
- Enhanced family friendly policies to support your family whatever the circumstances
- Team building activities to encourage a sense of fun and belonging
- We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site
**Key responsibilities**
- Provide feedback on quality reviews to call centre employees and management
- Identify and monitor trends, quality risks and quality concerns or issues
- Collaborate with the training and operational management team to identify training needs and assist with the training deliver related to customer experience
- Participate in continuous quality improvement initiatives related to customer experience
- Serve as a resource to staff regarding quality and customer experience concerns
- Perform quality check on all contact service forms returned ensuring appropriate measures for feedback is in place
- Review various reports to ensure that contact service forms have been resolved timely and accurately
- Produce a weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities
**Requirement**
- Call Centre QC experience is essential; previous experience within Travel or Hospitality is desirable
- Must be fluent or proficient in English and Italian both written and spoken
- Currently display role model behaviours
- Willingness to learn and develop your own coaching and briefing skillset
- Currently deliver high quality customer experience
- Great communication, listening and people skills
- A quick learner, open to new challenges
INDHP
**Job Types**: Full-time, Permanent
**Salary**: From £26,000.00 per year
**Benefits**:
- Casual dress
- Company pension
- Life insurance
- Private medical insurance
- Referral programme
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Edinburgh, EH3 9QA: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Quality control: 1 year (preferred)
**Language**:
- Italian (required)
Work authorisation:
- United Kingdom (required)
Work Location: One location
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