Quality Assurance Officer

1 month ago

Romford, United Kingdom Vibe Recruit Full time

Job Title:
- Quality Assurance Officer- Contract Type:
- Permanent- Location:
- Romford- Industry:
- Contact Centres- Reference:
- Romford_1701254809- Contact Name:
- Saskia Parker-
- Job Published:
- 29 November 2023 Job Description

**Quality Assurance Officer**

**Full Time, Permanent**

**Romford**

**£25,000 rising to £27,000 following probation**

A very exciting opportunity has arisen with our client based in Romford for a Quality Assurance Officer to join their growing team.

As a Quality Assurance Officer, you will ensure the Quality and Compliance of the internal and external contact teams in line with the contractual requirements from clients.

**As a Quality Assurance Officer you will**:

- Complete a required amount of Telephony Call recording reviews on a weekly/monthly basis, as per targets set.
- Providing feedback and identifying any training requirements to Managers and Field Agents from the call listening on a weekly basis, whilst ensuring that any issues are identified.
- Reviewing the feedback from QA calls, identifying trends and report findings.
- Developing training plans for all Agents
- Maintenance of a QA data spreadsheets and compilation of monthly/quarterly/annual MI

**In order to be successful in the role you will need**:

- Previous experience in a QA/Compliance role including experience with internal/external audits.
- Previous experience in call listening and score recording.
- Experience with compliant handling as well as being able to identify and analysis the root cause.
- Previous knowledge and experience of Data Protection and GDPR
- Excellent communication skills both written and verbal
- Strong interpersonal skills and ability to develop/maintain relationships.
- Highly competent in standard software packages and excellent IT skills
- Ability to achieve and maintain all KPI targets.

For immediate consideration, please forward your CV to Saskia at Vibe Recruit today.

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