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Quality Assurance Coordinator
4 months ago
The Company Based in Guildford or Basingstoke. A fast-growing Microsoft Office 365 Partner of the year is looking to add to its rapidly growing managed services team. We provide a great working environment and good business benefits including, 25+ days holiday, health care and pension.
With clients across retail, transportation, legal, media and healthcare you will have every opportunity to grow and succeed. Whether you’re looking to for the next step or a fresh opportunity, this business can offer a place for you to grow and define your career.
The Role
We have an exciting opportunity for someone to progress their career and become a Quality Assurance Coordinator working for the Quality Assurance lead within the Customer Success team. As the Quality Assurance Coordinator, you will be assisting the Quality Assurance lead in assessing services and products to ensure that quality standards are met and maintained across the managed services organisation. Working with the managers and team leaders to create, implement, manage, and continually evolve our quality assurance service. Helping to driving improvements to ensure our service is operating at the highest level, which in turn will promote an excellent customer experience. A quality assurance coordinator needs to have experience working within a customer service orientated background combined with a good eye for detail. A problem-solving attitude with an ability to identify areas of improvement and help develop improvement plans. Working both independently and as a team player to achieve specific goals are essential skills to perform well in this position.
The person
You will have at least three years in a customer facing service desk or similar role, with experience in managing tickets, monitoring phone calls, chats, ticket updates and general quality and experience of service. Experience working with management to achieve SLA, KPI’s and the customers’ expectations. You can speak confidently to both internal and external users, are very proactive and able to work as part of a team and happy to follow direction when given. You are keen to learn new skills with a genuine passion for customer experience.
Highly Desirable:
- 3 years’ experience working for a managed service provider (MSP).
- Good attention to detail.
- Proven work experience in a fast-paced service desk environment.
- Experience with reviewing, marking, grading ticket and call quality
- Experience with Excel
- Passion for developing quality assurance initiatives and implementing service improvement.
- Hands on experience with service desk software solutions (ITSM).
- Customer-service oriented with a problem-solving attitude.
- Excellent written and verbal communications skills.
- Experience with ITIL best practise
Beneficial:
- Experience with TOPdesk, Service Now
- Understanding of Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).
- ITIL Foundation certification
Operating Hours:
- Full-time - Working 5 days per week
- 8.5 Hour shifts with 1 hour lunch break
**Job Types**: Full-time, Permanent
**Salary**: £24,000.00-£28,000.00 per year
**Benefits**:
- Company pension
- Free parking
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Guildford: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you able to commute to Guildford or Basingstoke office half of the week?
**Experience**:
- reviewing, marking, grading ticket and call quality: 3 years (preferred)
- in similar role: 3 years (preferred)
Work Location: Hybrid remote in Guildford
