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Quality Assurance and Training Specialist
2 months ago
We are seeking a highly skilled Quality Assurance and Training Specialist to join our team at Greenbean. As a key member of our team, you will play a crucial role in ensuring excellent customer outcomes by quality-checking interactions and supporting the training delivery provided to our Client Solutions team.
About the Role- Maintain and deliver a robust quality assurance framework for our Client Solutions team.
- Carry out regular reviews on customer interactions for all team members, including live chat, Jira messaging, and other communication channels.
- Prepare and maintain robust review records.
- Provide written and verbal feedback to individuals and team managers.
- Produce detailed feedback summaries reinforcing positive feedback and highlighting areas for improvement.
- Identify trends which lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
- Share best practice with customer-facing teams.
- Support the client solutions team with ongoing learning needs by conducting ad hoc training.
- Develop and implement quality assurance processes to ensure high-quality customer interactions.
- Conduct regular quality checks on customer interactions to identify areas for improvement.
- Provide feedback and coaching to team members to improve their performance.
- Collaborate with the client solutions team to identify training needs and develop training programs.
- Monitor and analyze training feedback to inform future training sessions.
- A proven track record of delivering high-quality work in a quality assurance or training role.
- Knowledge of financial services legislation and regulations.
- Excellent written and verbal communication skills, with the ability to provide feedback in a positive and tactful way.
- Strong attention to detail and analytical skills.
- Collaboration skills, able to work closely with people leaders and individuals to share quality results.
- You believe that there is almost always a better way to do things, even if immediate implementation isn't possible.
- You appreciate working in smaller teams where continuous learning, facing challenges, owning responsibilities, and being trusted to deliver are the norms.
- You seek a collaborative culture that empowers you while ensuring you are never left unsupported.
