Quality Assurance Officer

Vacancy ID:

- 029023
- Town:

- Dingwall
- Closing Date:

- Salary:

- 20,553.00

As a Quality Assurance Officer you will support the BP&T Leadership Team, Team Leaders and Customer Service Representatives in all aspects of quality assurance, to ensure the delivery of a high quality service across the centre. You will be responsible for ensuring business and client policies and procedures are adhered to through the delivery of robust quality assurance processes.

Key elements of the role:

- Deliver effective coaching and feedback in relation to quality assurance to all Customer Service Representatives, ensuring their development and supporting their improvement
- Maintain an accurate feedback and coaching log to support Team Leaders in the delivery of Monthly 1-2-1s
- To be the first point of contact for all quality assurance queries, responding efficiently, proactively seeking resolutions; in addition, escalating and highlighting issues to management team early
- Responsible for day to day quality assurance processes across all contracts
- Assist management by preparing reports on the quality assurance performance, highlighting areas of concern and proposing developments to continuously improve
- Responsible for submitting quality assurance records for external client checks where required
- Full responsibility for accurate quality assurance records for all individual Customer Service Representatives, Teams and Contracts
- Maintain positive working relationships with the Management Team, Team Leaders, CSRs and all members of the Support Team encouraging a strong team dynamic
- Ensure that all documentation is handled and stored securely in line with Data Protection Act
- To take responsibility for personal safety and compliance with company policy
- Ensure safe and secure working practices are maintained, to minimise non-compliance and risk to self, colleagues and clients
- Experience of working to quality assurance standards delivering service to clients and customers
- Excellent customer service skills with previous experience of working in a customer service environment
- Good interpersonal skills with the ability to build rapport and establish relationships at all levels with both internal and external stakeholders
- Excellent communication skills, both verbal and written, with the ability to convey messages in a clear, concise and constructive manner
- Ability to plan, organise and prioritise own workload and the ability to multitask
- A working knowledge of the Road Traffic Regulation Act 1984, the Road Traffic Act 1991 and the Traffic Management Act 2004 is desirable
- Understanding of quality assurance procedures
- PC Literate