Quality Assurance Officer

4 weeks ago

Romford, United Kingdom Vibe Recruit Full time

Job Title:
- Quality Assurance Officer- Contract Type:
- Permanent- Location:
- Romford- Industry:
- Contact Centres- Reference:
- HQ795_1674060146- Contact Name:
- Naomi Gibbs-
- Job Published:
- 18 January 2023 Job Description

Vibe Recruit's client based in Romford are looking to aapoint a Quality Assurance Officer on a full time, permanent contract.

This role is to ensure the Quality and Compliance of the internal and external contact teams are in line with the contractual Quality requirements from Clients.

**Key Responsibilities and Duties**
- Completion of telephony call recording reviews on a weekly/monthly basis, as per targets set.
- Maintenance of a QA data spreadsheets and compiliation of monthly/quarterly/annual MI
- Provide feedback to Call Centre Supervsor, Area Managers and Field Agents from the call listening on a weekly basis
- Developing training plans for all Agents
- Update of Memo/Text Log to agents
- Agent process Manuals for all clients to be developed/updated
- Support other team members as and when required

**Skills and Experience**
- Excellent attention to detail
- Previous experience with 1 to 1 coaching
- Excellent communication skills both written and verbal
- Ability to build and develop relationships at all levels
- Self-motivating, excellent interpersonal skills, aboility to influence, prioritise effectively and work to tight deadlines

For more information, please contact Naomi on 07506 949615.

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