Quality Assessor

3 weeks ago


Glasgow, United Kingdom Webhelp Full time

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.



  • Glasgow, United Kingdom REACTIVERECRUITMENT.COM Full time

    **Disability Assessor** **Work from available** **Starting Salary - £35,000 (Part Time starting salary differ)** **Alongside the above - a monthly 10% quality performance bonus + £1000.00 basic salary increase after you reach approved disability assessor status.** We are currently recruiting for healthcare professionals, across the UK who are seeking a...

  • Disability Assessor

    4 weeks ago


    Glasgow, United Kingdom REACTIVERECRUITMENT.COM Full time

    **Disability Assessor - Work From Home (AF RR24)** Help your community No late evenings or Weekends! Starting Salary - £35,000 Full-time (Part-time roles differ). Alongside the above - a monthly **10% quality performance bonus.** We are currently recruiting healthcare professionals, across the UK who are seeking a new/modern direction to working in...

  • Functional Assessor

    4 days ago


    Glasgow, United Kingdom Minerva Nursing Full time

    **Functional Assessor - Physio** Glasgow Assessment Centre **Location**:Glasgow Starting salary **£39.5k Per Annum** Hours 37.5hrs Monday - Friday (Hybrid/flexible working) **An exciting new career offering training, professional development, and career progression.** Join our highly valued team of doctors, nurses, occupational therapists, and...


  • Glasgow, United Kingdom Minerva Nursing Full time

    **Functional Assessor Physio ESA** Glasgow Assessment Centre **Location**: Glasgow Starting salary **£39.5k Per Annum** Hours 37.5hrs Monday - Friday (Hybrid/flexible working) **An exciting new career offering training, professional development, and career progression.** Join our highly valued team of doctors, nurses, occupational therapists, and...

  • Vehicle Assessor

    4 weeks ago


    Glasgow, United Kingdom BCA Full time

    **Are you looking for a Permanent Career in 2023?** **We are looking for reliable, passionate, and professional individuals who want to join the BCA family!** **Job Title: Vehicle Assessor** **Location: BCA Glasgow East** **Salary: £22,108** **Working Hours: 40 hours a week Monday to Friday 08:30-17:30** **Who are we?** We’re the biggest name in...

  • Modern Apprentice

    12 hours ago


    Glasgow, United Kingdom Toybox Nursery LTD Full time

    To provide high quality care and early years education for children at Toybox Nursery. As an apprentice, you are encouraged to work as part of a team to gain as much practical experience as possible throughout the duration of your course. You will be welcomed and encouraged to work alongside qualified staff. There are some basic rules that are in place to...


  • Glasgow, United Kingdom Capita Full time

    We have an exciting opportunity for a Claims Assessor to join us for a 6 month contract Here at Capita we provide Claim Assessment Services for several well-known insurers. Quite simply we love what we do and if you are a Claims Assessor with a passion for pro-active claims management and a real desire to support vulnerable customers, to makea difference...


  • Glasgow, United Kingdom BRE Group Full time

    Make your skills count for more at BRE. Are you ready to join our dynamic team at the forefront of regulatory compliance and operational excellence? We are seeking a skilled and detail-oriented Operations Licensing Coordinator to play a pivotal role in ensuring our organisation meets all our BREEAM licensing requirements with precision and efficiency. If...

  • Fire Risk Assessor

    1 month ago


    Glasgow, United Kingdom Firntec Ltd Full time

    We are offering a day rate of between 250 and 350 pound per day. This rate is including expenses and you would have to use your own vehicle. We are willing to negotiate this rate with you. The contract we are currently working on in Reading is ongoing and there is always more contracts starting in the London area. We generally allow 2 days of write up from...


  • Glasgow, United Kingdom MPC Energy Ltd Full time

    Regularly undertake appointments to produce accurate energy performance reports. - To create and maintain accurate computer and manual records, providing information when required. - Develop and submit all assessments to the Government register, where required, in a timely manner. - Effectively prioritize and ensure that daily targets in terms of survey...


  • Glasgow, United Kingdom Ingeus UK Full time

    Physiotherapist Auditor - £47K - must have Disability Assessment background The Department of Work and Pensions has an exclusive contract with APM Ingeus to source nurses, doctors and physios to work in the area of disability assessment. (The key focus of this role is to audit completed work capability assessments, provide advice / feedback on any quality...


  • Glasgow, United Kingdom Ingeus Full time

    Physiotherapist Auditor - £47K - must have Disability Assessment background The Department for Work and Pensions has an exclusive contract with APM Ingeus to source nurses, doctors, occupational therapists and physios to work in the area of disability assessment. (Please note this is NOT a role with a FAS provider.) The key focus of this role is to...


  • Glasgow, United Kingdom Ingeus UK Full time

    Physiotherapist Auditor - £47K - must have Disability Assessment background The Department of Work and Pensions has an exclusive contract with APM Ingeus to source nurses, doctors and physios to work in the area of disability assessment. (Please note this is NOT a role with Maximus / CHDA, ATOS or Capita.) The key focus of this role is to audit completed...


  • Glasgow, United Kingdom BRE Group Full time

    Are you ready to join our dynamic team at the forefront of regulatory compliance and operational excellence? This position will be a hybrid of remote (home) and in-office work (based at our BRE Science Park in Watford or office in Glasgow) with a minimum requirement of 2 days a week at BRE and when required * Help BRE make the built environment safer and...

  • Internal Verifier

    3 days ago


    Glasgow, United Kingdom Babington Full time

    **Internal Verifier - Digital Marketing** Part-time, 16 hours per month As a purpose-driven organisation, we’re all about the ‘why’. **Babington is committed to developing better futures: for individuals, organisations, and society. **For us that means developing skills and creating opportunity for individuals and organisations to perform at their...


  • Glasgow, United Kingdom Learning Network West Full time

    **Purpose of post**: The post holder will be responsible for planning, delivering, and evaluating the Mental Health Officer programme, ensuring effective implementation of the legislative framework within the university teaching programme, including policies and processes directly linked with MHO practice. The post holder will engage directly with all...

  • Staff Nurse

    1 month ago


    Glasgow, United Kingdom NHS Scotland Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...


  • Glasgow, United Kingdom Scottish Government Full time

    Overview: Are you interested in making a difference to the lives of the people of Scotland? The Senior Policy Advisor role sits within the Heat in Buildings Regulation Implementation & Enforcement Unit within the Heat in Buildings Division and is part of the Assessment team which is made up of a Team Leader, one other Senior Policy Adviser on energy...


  • Glasgow, United Kingdom Health and Safety Executive Full time

    Specialist Inspector – Construction Engineering The Health and Safety Executive is Britain’s national regulator for workplace health and safety. We are now looking for a Specialist Inspector to join our team on a full-time, permanent basis. 25 days’ annual leave, plus bank holidays and Civil Service privilege leave ~ Civil Service pension with an...

  • Internal Verifier

    4 days ago


    Glasgow, United Kingdom Babington Full time

    Internal Verifier - Digital Marketing Part-time, 16 hours per month As a purpose-driven organisation, we’re all about the ‘why’. Babington is committed to developing better futures: for individuals, organisations, and society. For us that means developing skills and creating opportunity for individuals and organisations to perform at their very...