Quality Assurance Specialist
4 weeks ago
Company Overview: Made Employment Ltd is a prominent player in the utility sector, renowned for leveraging advanced technology and a skilled workforce to achieve exceptional results.
Position Summary: This role is situated at the central office, offering a structured 40-hour work week with flexible hours from 8am to 5pm or 9am to 6pm, Monday through Friday.
Compensation and Benefits: We offer a competitive salary with potential increases following successful completion of the probationary period, along with a pension plan and life assurance.
Key Responsibilities:
- Report directly to the Compliance Manager, ensuring that both internal and external contact teams adhere to the quality standards set forth by our clients.
- Conduct thorough quality assurance evaluations in accordance with relevant legislation, client specifications, and company policies.
- Collaborate with various departments and clients to maintain the highest standards of quality and service.
- Meet departmental and personal KPIs while staying informed about business and legal developments.
- Perform a designated number of field visits and telephony call reviews on a weekly and monthly basis, aligning with client and internal objectives.
- Provide constructive feedback and identify training needs for team leaders and field agents based on call evaluations.
- Analyze QA call feedback, identify trends, and report findings to the Compliance Manager.
- Recognize and escalate urgent issues while effectively communicating findings to relevant stakeholders.
- Maintain QA scorecards in accordance with client specifications.
- Address customer complaints by coordinating with various business areas, adhering to company policies and procedures.
- Assist the Field Operational Team with call evaluations as necessary.
- Understand and comply with all company policies, including GDPR practices, and complete related documentation.
- Participate in offsite meetings with new and existing clients as required.
- Engage in training programs to enhance job performance and adapt to evolving business needs.
Qualifications:
- Proven experience in a QA or Compliance role, including familiarity with internal and external audits.
- Expertise in complaint handling and root cause analysis.
- Knowledge of ISO standards, Data Protection, and GDPR regulations.
- Proficient in using various systems and possess a good level of Excel skills.
This position is ideal for individuals who are detail-oriented and committed to maintaining high standards of quality and compliance within the utility sector.
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