Quality Assurance Specialist

3 days ago


Stroud, Gloucestershire, United Kingdom Ecotricity Full time

Job Title: Quality Assurance Administrator

Job Summary:

We are seeking a highly skilled Quality Assurance Administrator to join our team at Ecotricity. As a Quality Assurance Administrator, you will play a vital role in ensuring the accuracy and performance of customer interactions and industry core tasks across our B2B and Microtricity departments.

Key Responsibilities:

  • Evaluate agent performance based on established criteria, such as communication skills, product knowledge, and problem-solving abilities.
  • Complete targeted quality checks per month by a certain deadline for our sales, CX, and Microtricity teams.
  • Assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve high performance standards.
  • Develop and implement new quality assurance checks and standards for current and new processes.
  • Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to company policies, procedures, and service standards.
  • Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
  • Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
  • Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.

Requirements:

  • Understanding of the energy industry (desirable)
  • Excellent computer literacy, including Microsoft Office Packages
  • Proven experience in customer service

Benefits:

  • Cycle to work scheme
  • Employee discount
  • Gym membership
  • Health & wellbeing programme
  • Life insurance

Work Schedule:

  • Monday to Friday
  • No weekends

Education:

  • GCSE or equivalent (preferred)

Experience:

  • Customer service: 1 year (required)
  • Proficient in Microsoft Excel

Language:

  • English (preferred)

Licence/Certification:

  • Driving Licence (preferred)


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