Quality Assurance Coordinator

4 weeks ago

Nottingham, United Kingdom HBSUK Full time

QUALITY ASSURANCE COORDINATOR

ROLE OVERVIEW

As a Quality Assurance Coordinator, you will oversee a diverse range of support and administrative functions within the contact center. Your primary focus will be to uphold the highest standards of quality assurance and ensure that optimal schedules are established to provide exceptional service to our clients. You will be expected to challenge conventional practices to foster a successful contact center environment. This role demands a keen eye for detail, the ability to manage multiple tasks simultaneously, and a proactive, motivated, and reliable approach.

KEY RESPONSIBILITIES

  • Assist in enhancing the overall effectiveness of the Contact Center through various duties.
  • Manage and coordinate the Service Quality Framework, including overseeing the call quality audit process.
  • Empower the leadership team to monitor, assess, and enhance service quality through comprehensive oversight.
  • Maintain and update Standard Operating Procedures in accordance with the audit schedule.
  • Act as the central point for all safeguarding training requirements.
  • Coordinate and maintain records of all mandatory compliance training updates.
  • Administer the CCT team schedule and facilitate real-time adherence management.

QUALIFICATIONS

  • Experience in designing and implementing quality frameworks.
  • Proficient in evaluating quality and measuring success.
  • Demonstrated ability to create and execute a variety of plans, including operational schedules, audits, and compliance documentation.
  • A strong interest in data analysis and trend identification.
  • Proven success in achieving objectives.
  • Self-driven with the capability to prioritize tasks and work independently.
  • Strong skills in relationship building.
  • Experience managing real-time adherence in a contact center setting.

KNOWLEDGE AND SKILLS

  • Administration of Service Quality frameworks, including documentation of monthly call monitoring and task samples to facilitate calibration workshops with Team Leaders.
  • Lead the annual compliance audit and develop action plans.
  • Coordinate mandated training and serve as the safeguarding liaison.
  • Support Continuous Improvement initiatives and objectives.

OUR COMMITMENT

At HBSUK, we are dedicated to cultivating a diverse team that embodies intelligence, kindness, and efficiency. We empower every employee to express their authentic selves in their work. We are committed to fostering a high-performance culture where all employees feel a sense of belonging and can thrive. We proudly embrace equal opportunity employment and welcome applications from individuals of all backgrounds and experiences.

If this opportunity resonates with you, we encourage you to reach out to us to ensure you have a positive experience throughout your job search.

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