Quality Assessor
2 weeks ago
**Job Advert**
Are you fluent in Urdu or Pashto? Are you focused on achieving consistent high service standards with a meticulous approach to your work? Can you identify opportunities for people and process improvement? Are you able to confidently coach others to deliver a great customer experience?
This is your opportunity to step up in Quality Assessor role, working on a content moderation campaign in our Glasgow offices.
In this role, you will be required to provide quality monitoring and scoring of agent customer interactions using the agreed quality management system and monitoring form. You will work in collaboration with the Operations Team to deliver targeted agent quality coaching, supporting quality improvement and adherence to standards.
We want someone who adopts the quality over quantity mindset but is still able to multitask and work well under pressure. You’ll need to be highly responsible, have a hawk’s eye for detail and a can do attitude.
**What you’ll be doing**
- Performing quality monitoring and scoring of agent customer interactions
- Delivering feedback and effective quality coaching to agents
- Agreeing to and implementing SMART action plans
- Understanding progress to plan and measure improvements
- Conducting site calibration to ensure consistency across the business
- Supporting calibration accreditation initiative and Academy accreditation
- Capturing continuous improvement opportunities and close loop through effective coaching
- Provide comprehensive reporting to Operations, along with detailed analysis, particularly around opportunities for process improvement or skills and training requirements
- Producing actionable insight and recommendations
**What you’ll need**
- Fluency in Urdu and Pashto
- Excellent communication, business writing, presentation, analytical and time management skills
- Advanced computer literacy - MS Office
- Minimum 6 months’ experience in contact centre environment
- Experience in content moderation (Advantageous)
- Experience working as a Quality Assessor or in a Quality Department using quality frameworks
- Proven track record of delivering results and meeting customer expectations
- Experience of delivering feedback and coaching
- Ability to cope in a high-pressure environment managing multiple tasks
- Clear credit, criminal and disciplinary records
We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.
Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to advance your career with our collaborative team of game-changers today.
Job Reference: UK01907
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