Contact Center QA Agent

7 months ago

Nottingham, United Kingdom Healthcare Business Solutions (UK) Limited Full time

As a Contact Center Quality Assurance Agent you will be responsible for a wide variety of the support and administrative activities within the contact centre. This will include ensuring that quality assurance is at the highest standard possible and that we have the right schedules in place to deliver the best possible service for our patients.

You must challenge the norm in order to support a successful contact centre. This Contact Center QA Agent will have strong attention to detail with the ability to multi-task. A self-starter, highly motivated, passionate, reliable, and technically savvy.

One of our core values is ‘people first’, we invest in you for the long term, to ensure you reach your full potential. You’ll have the opportunity to own your career and work on industry-leading projects, finding solutions to real challenges that make a difference to people’ lives. You’re encouraged to have a growth mindset. If you’re determined to make a difference, voraciously curious and brimming with an entrepreneurial spirit you’ll fit in perfectly at HBSUK.

You will thrive in an environment of accountability, freedom of thought and rapid growth. Every day will be different, and together we will strive for excellence - always supporting each other to go the extra mile, never forgetting our mission.

**Our Core Values**:

- **E Excellence**_

We aspire to be the best at what we do and to lead by example. We set high personal and company standards, and then consistently try to exceed them. We support each other and put quality as a top priority.
- At HBSUK we don’t settle for anything less than excellence_.
- **P Patient Focus**_

Patient care is at the heart of all we do and is central to our decisions. We are always committed to excellence for our patients and achieve it through innovation and endeavour. Shared decisions, for me, about me are made between clinicians and patients.
- At HBSUK the patient always matters most_.

**I Integrity**

We value our staff and our clients. We listen to their views and respect them. We don’t prescribe what others should do but we do expect everyone to deliver and uphold our standards.
- At HBSUK we care about what we do and can be trusted to deliver._
- **C Collaboration**_

We are generous with our time, our attention and our ideas, giving in a positive spirit to help each other stretch, grow and take risks. We work tirelessly to create an equitable place where no person is disadvantaged based on race or gender.
- At HBSUK we work together and support each other._

**About Us**

HBSUK works alongside Trusts to provide cost-effective insourcing solutions through a full range of services. At HBSUK we provide capacity solutions, resourcing, triage services, pathway redesigns, private market opportunities, as well as portfolio management and consultancy services.

Virtual Lucy combines our extensive clinical network with modern technology to ensure that patients get the best out of their journey to recovery. We design streamline patient
- centric pathways that are evidence-based and effective. The patients journey starts with self-referral via our digital triage expert followed by an online appointment booking with the correct specialist from our extensive network of clinicians.

**Responsibilities**

This role will be responsible for performing a variety of duties to assist in the effectiveness of the Contact Centre.
- **Manage and coordinate our Service Quality Framework**:

- Oversee the call quality audit routine. This will include all elements required to empower the CCT leadership team to monitor, review and improve our service quality.
- **Document Management**:

- Maintain and update our Standard Operating Procedures in line with the audit timetable
- **Safeguarding leader **- Be the centre point for all safeguarding training requirements.
- **Mandatory Training **- Co-ordinate and keep records of all mandated / compliance related training updates
- **Scheduling & RTA **- Administration of CCT team rota and facilitate real time adherence of this.

**Requirements**:
**Essential**

**Experience**
- Experience in the design & delivery of quality frameworks
- Effective evaluation of quality and measurement of success
- Successful track record of writing and delivering a wide range of plans, including operational schedules, audits and compliance
- A passion for data, analysis and spotting trends
- Proven track record of meeting objectives
- Self motivated with the ability to work on own initiative and prioritise workloads
- Strong relationship building background
- Experience of real time adherence management in a contact centre

**Knowledge and Skills**
- Administration of Service Quality frameworks
- Documentation of monthly call monitoring & Task samples
- Facilitate calibration workshops with Team Leaders
- Lead the annual compliance audit and action plan
- Co-ordination of mandated training
- Safeguarding liaison
- Support the Continuous Improvement go

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