Quality & Reporting Co-ordinator
4 days ago
**TRC Group have recently partnered with a leading household brand and are looking for a Quality & Reporting Co-ordinator based in Brentwood, CM14**
**Salary**:
£32,000 basic
**Shift Pattern**:
Monday to Friday
Day Shift
**Location**:
Brentwood, CM14
**The Role**:
- Call auditing & analysis
- Coaching recommendations and supporting with the Contact Centre coaching strategy
- Sharing best practice, setting processes for all to follow.
- Identify and reacting to trends
- Acting upon report data to improve ways of working and performance
- Analysis of customer reviews to identify improvement requirements across the Contact Centre
- Preparing & creating weekly and monthly reports for the senior management team
- Develop mini coaching and training sessions to support the improvement of performance issues identified through the quality scoring and analysis you have carried out.
- To listen to manager call backs to ensure that our customers are receiving the high standards of customer service we pride ourselves on. To monitor Team leader daily tasks, making sure they are being carried out and suggest improvements on efficiencieswhere necessary.
- Analysing various report data, daily, weekly, and monthly and then acting upon the information to drive performance improvements.
- An emphasis on troubleshooting for particular products and establish control measures for the quality of engineer call outs with a focus on initial trouble shooting.
- Prepare & create weekly & monthly departmental reports for the senior management team.
- Attend departmental meetings and team buzz sessions to role out information people need to be aware of identified through the work that you do.
- To carry out other duties within the scope of the role or that are commensurate with the level of the position.
**About TRC Group
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