Call Quality Assurance Agent

3 months ago


Swansea, United Kingdom Consumer Energy Solutions Full time

**We are looking for Call Quality Assurance Agents**

**£25,000.00 - £30,000.00**

**Swansea Marina Head Office**

**37,5 hours per week, Monday to Friday**

**We, Consumer Energy Solutions Limited (CES)**, are currently seeking a dedicated **Call Quality Assurance Agent** to join our team.

At CES, we take pride in delivering exceptional service to our customers and are committed to maintaining the highest standards in all aspects of our operations.

**Responsibilities**:

- **Analyse Call Quality**: Actively listen to calls and conduct checks to ensure the accurate transfer of relevant information to internal systems.
- **Verify Customer Interactions**: Ensure that required actions have been followed through during customer interactions.
- **Report Generation**: Provide comprehensive reports to relevant managers based on quality assessments.
- **Conduct Feedback Sessions**: Facilitate continuous improvement by conducting feedback sessions with individual staff members.
- **Collaborate for Improvement**: Work with team members to develop standard practices for the department, enhancing overall service

**Required Skill Set**:

- **Proven Experience**: Demonstrated experience in call coaching within a call centre environment.
- **Customer Service Expertise**: Strong understanding of customer service principles and call centre operations.
- **Excellent Communication Skills**: Ability to communicate effectively with staff and management.
- **Attention to Detail**: Focus on accuracy and consistency in all tasks.
- **Data Analysis**: Ability to analyse data and identify trends.
- **Organisational Skills**: Strong organisational skills, with the ability to work independently and as part of a team to meet deadlines.

If you're passionate about making a positive impact on the environment and want to be part of a team dedicated to excellence, CES is the place for you. Join us in our mission to create a more sustainable future while unlocking your full potential and building a rewarding career.

If you're ready to join our winning team APPLY NOW



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