Customer Experience QA

6 months ago


Banbury, United Kingdom Omlet Ltd Full time

Omlet, a designer and online retailer of world-famous pet products, is looking for a talented Customer Experience Quality Assurance and Training Coordinator.

**A little more about Omlet**

We’re Omlet. Since 2004, we’ve set out to rethink every aspect of keeping and caring for animals.

Product Designers first, we ask so we can invent. From why house cats can’t climb trees to why shouldn’t chickens listen to music whilst laying an egg? Our curiosity creates understanding, helping us bring people and pets closer than ever before.

Our people are The Curious Collective. Every day we question and every day we collaborate to find the most meaningful answers. It’s through this persistence that we create remarkable, ingenious products and experiences for our customers.

A global e-commerce business with a singular focus on D2C, we are hugely ambitious and motivated in building the number 1 premium brand in pets.

**More about the role**

As a QA & Training Coordinator, you'll be overseeing quality assurance, training, and onboarding processes for CX Advisors. You'll develop training materials, prioritise training needs, maintain communication templates, and occasionally serve as a CX Advisor as required.

Main responsibilities:

- Responsible for Quality Assurance assessments, creating Quality Assurance reports, and action on any necessary improvement with the Team Leaders and CX Advisors;
- Developing training materials & structuring the CX drive;
- Alongside the CX Manager, develop priorities on training requirements;
- Ensure effective and quality delivery of training on core topics in line with the overall plan;
- Lead the onboarding of new team members;
- Creating & assessing communication templates with the CX Success Lead;
- When required, fill in as CX Advisor as business needs.
- Effective communication and organisational skills.
- Analytical and problem-solving abilities.
- Understanding of quality assurance principles and training methodologies.
- Knowledge of customer experience best practices and familiarity with relevant software tools.
- Previous experience in quality assurance or training coordination roles is essential.
- Demonstrated experience in creating and delivering training programs.
- Experience in conducting assessments and generating reports is desired.
- A passion for delivering exceptional customer experience.

Pay: £28,000.00-£29,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Banbury, OX16 5HX: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)
- Training & development: 1 year (required)
- quality assurance: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person



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