Quality Assurance Executive

6 months ago

Birchwood, United Kingdom Currys Full time

**Quality Assurance Executive**:
**Birchwood**

**Warrington Contact Centre (1605)**
**Secondment - 12 Months**
**Full Time**

**Grade 3**

**Hybrid available, you'll be required to work onsite at least 2 days per month.**

Our passion at Currys is helping everyone enjoy the latest tech. We’re proud of the service levels we provide for our customers and it’s all down to our people, 30,000+ capable and committed colleagues, learning together, growing together, making us amazing and celebrating the wins.

You will monitor customer interactions across a variety of products including insurance, credit and care services. In doing so, you will need to consider the different regulatory requirements e.g. Financial Conduct Authority, Central Bank of Ireland, Competition and Markets Authority etc, and assess each employee’s compliance against pre-set criteria. You will also be required to identify any relevant trends, along with opportunities to improve the overall performance and quality.

**As part of this role, you’ll be responsible for**:

- Analyse customer interactions and transactions and assess against pre-defined quality scorecards - clearly noting associated feedback and any remedial action required
- Ensure basic expectations of each workstream are met through monitoring, including ID&V, sales opportunities, service queries and mandatory procedures
- Identify service delivery areas that need additional coaching and provide prompt feedback to all relevant parties through closed loop channels
- Work proactively to identify and assist in implementing process improvements where necessary
- Identify and appropriately escalate any serious issues - relating but not limited to processes, compliance, and regulatory breaches
- Assess the quality of outcomes during customer interactions
- Ensure outcome testing volumes are achieved with consistent grading
- Enter and update data into relevant reports and trackers accurately, to ensure reporting correctly reflects the current performance
- Provide insight and analysis to key stakeholders to improve customer journeys, provide business cost savings or efficiencies, and/or reduce customer complaints
- Some offsite travel may be required

**You will need**:
Essential
- Excellent organisational and time management skills
- Good analytical skills with a keen eye for detail
- Excellent written and verbal communication skills
- Confident decision making

Ideal
- Working knowledge of Microsoft Office
- Experience working in a Contact Centre environment
- Previous experience in Quality Assurance would be advantageous
- A basic understanding of UK & ROI regulations in Financial Services

**We’re one team and we celebrate all the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits including**:

- Discounts at our Currys stores and on our partner networks
- Life Assurance and Sharesave scheme
- Access to a variety of Wellbeing initiatives including cycle to work and eyecare
- Access to the Aviva Digital GP app, where you can access a GP 24/7

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.
LI-Hybrid

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