Quality Assurance Assessor
3 weeks ago
Role Overview:
Are you passionate about quality and customer service? Do you have an eye for detail and a knack for providing insightful feedback? If so, we want you to join our team as a Call Centre Quality Assessor. In this pivotal role, you will be the guardian of our customer experience standards, ensuring every interaction reflects our commitment to excellence.
Key Responsibilities:
- Assess Customer Contacts: Evaluate customer interactions in line with the Quality Assurance Programme, recognizing strengths and identifying areas for improvement or corrective actions.
- Maintain Accurate Records: Keep precise and concise monitoring outputs to enable managers to effectively provide feedback to their agents.
- Identify Trends and Risks: Highlight adverse call trends and call drivers to the QA Team Leader and Operations Manager. Use MI to analyse performance trends and gaps, discussing improvement plans with relevant managers.
- Participate in Calibration Sessions: Ensure understanding and consistency across the team through regular calibration sessions.
- Stay Informed: Keep updated with regulatory, procedural, and product changes that may impact customer contact and influence the Quality Assurance Programme.
- Highlight Compliance Issues: Identify and report issues that could affect our ability to operate within regulatory guidelines and company procedures.
- Manage Sensitive Information: Handle business and employee information with confidentiality and integrity.
- Act with Integrity: Maintain honesty with our regulatory body and prioritize customer interests, ensuring they are treated fairly.
Essential Knowledge and Skills:
- Communication Skills: Excellent written and verbal communication abilities.
- Organizational Skills: Strong planning and organizational skills.
- Teamwork and Independence: Ability to work well in a team environment as well as independently.
- Customer Focus: Keen interest in customer journeys and customer experience.
- Technical Skills: Proficiency in Microsoft Office, particularly Excel, is preferable.
- Experience: Previous experience working as a Quality Assurance Assessor.
- Analytical Skills: Good analysis and statistical collation skills.
**Job Types**: Full-time, Permanent
Pay: £25,000.00-£28,000.00 per year
**Benefits**:
- Additional leave
- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- Referral programme
- Sick pay
- Store discount
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Cardiff: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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