B2B Quality Evaluation Analyst

3 weeks ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time

As we embark on an exciting growth trajectory within the Ecotricity B2B sector, we are seeking a dedicated Quality Assurance Specialist to join our dynamic B2B Teams.

In the role of Quality Assurance Specialist, you will be tasked with evaluating the precision and effectiveness of customer lead interactions and essential industry tasks within the B2B and Microtricity divisions. Your efforts will ensure a positive customer experience while adhering to both company and industry standards.

Your collaboration with our B2B Leadership team will be crucial, necessitating strong stakeholder management and communication skills. You will provide comprehensive feedback on individual performance, requiring an exceptional level of attention to detail.

Your contributions will be vital in upholding high customer satisfaction levels by assessing performance and identifying enhancement strategies through thorough root cause analysis. Your analytical skills, meticulous attention to detail, and commitment to excellence will be key to thriving in this position.

Core Responsibilities:

  • Assess agents' performance against established benchmarks, including communication proficiency, product knowledge, and problem-solving capabilities.
  • Achieve a predetermined number of quality assessments monthly, meeting deadlines for our sales, CX, and Microtricity teams in preparation for feedback sessions led by line managers.
  • Support Team Leaders and Managers during feedback and coaching sessions with agents to foster high performance standards across the department.
  • Design and implement new quality assurance protocols and standards for existing and new processes.
  • Monitor customer service interactions in real-time or via recorded communications to ensure compliance with company policies, procedures, and service standards.
  • Identify trends, patterns, and areas for improvement through the analysis of customer service data and quality assurance metrics.
  • Collaborate with the B2B CX Leadership team to pinpoint corrective actions and continuous improvement initiatives.
  • Document quality assurance findings, recommendations, and actions taken to maintain accountability and transparency.
  • Stay updated on industry best practices, emerging trends, and customer service technologies to enhance quality assurance processes and methodologies.
  • Assist in the development of B2B Growth Plans.
  • Perform any additional ad-hoc tasks as requested by management.

Knowledge Required:

  • Familiarity with the energy sector (preferred)
  • Proficient in computer applications, including Microsoft Office Suite
  • Demonstrated experience in customer service

Skills Required:

  • Exceptional attention to detail in conducting quality assurance evaluations.
  • Strong grasp of customer service principles, practices, and standards.
  • Outstanding verbal and written communication abilities.
  • Analytical mindset capable of interpreting data, recognizing trends, and making informed decisions.
  • Detail-oriented with a focus on accuracy and precision in assessing customer interactions.
  • Adept at multitasking and prioritizing responsibilities in a fast-paced environment.
  • Proficient in utilizing customer relationship management (CRM) software and quality assurance tools.

Attributes:

  • Methodical, logical, and organized approach.
  • Efficient in managing personal workload.
  • Open to feedback and responsive to it.
  • Effectively manages relationships both internally and externally.
  • Resourceful problem solver focused on solutions.
  • Dedicated to continuous improvement.
  • Engaging and motivating demeanor.
  • Exceptional team player who fosters open and supportive relationships.
  • Flexible and adaptable in work approach.

What We Offer:

Comprehensive healthcare plan, life insurance, and a generous pension contribution.

Opportunity for a volunteering day.

Hybrid working arrangements.

Various company discounts available.

25 days of holiday (plus bank holidays) with the option to buy/sell days.

Cycle to work scheme, carpooling, and onsite parking options.

As a valued team member, you will contribute to the Group Environmental policy and its associated targets aimed at achieving net carbon neutrality by 2025.

Flexibility Statement:

The dynamic nature of our business may require you to undertake tasks outside of your original job description on an ad-hoc basis. This flexibility allows us to utilize our workforce effectively and enables employees to contribute meaningfully in a changing environment.

Ecotricity is recognized as Britain's greenest energy company. Since our inception, we have been committed to transforming the way energy is produced and consumed in Britain by replacing fossil fuels with clean, renewable energy.

We not only supply green energy but also invest in creating it ourselves, building windmills and solar parks across the UK. Our mission is to revolutionize energy production and consumption.

We also focus on initiatives beyond energy, such as developing Electric Highways and supporting sustainable practices in various sectors.

Ecotricity is an equal opportunities employer, committed to providing equality for all.

  • B2B Performance Evaluation Coordinator

    3 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    As we embark on an exciting growth trajectory within the Ecotricity B2B sector, we are seeking a dedicated Quality Assurance Administrator to become an integral part of our B2B Teams.In the role of Quality Assurance Administrator, your primary responsibility will be to evaluate the precision and effectiveness of customer lead interactions and essential...

  • B2B Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Specialist to join our B2B team at Ecotricity. As a key member of our team, you will play a vital role in ensuring the highest levels of customer satisfaction and adherence to company and industry standards.Key ResponsibilitiesEvaluate agent performance based on established criteria, including...

  • B2B Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Specialist to join our B2B team at Ecotricity. As a key member of our team, you will play a vital role in ensuring the highest levels of customer satisfaction and adherence to company and industry standards.Key ResponsibilitiesEvaluate agent performance based on established criteria, including...

  • B2B Quality Assurance Specialist

    3 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Overview:As Ecotricity continues to expand its B2B operations, we are seeking a dedicated Quality Administrator to enhance our B2B Teams.In this role, you will be tasked with evaluating the precision and effectiveness of customer lead interactions and essential industry tasks within the B2B and Microtricity divisions. Your efforts will ensure a favorable...

  • Quality Control Administrator for B2B Operations

    3 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Join Our Growing B2B TeamAs Ecotricity continues to expand its footprint in the B2B sector, we are seeking a dedicated Quality Administrator to enhance our operational excellence.In the role of Quality Administrator, you will be tasked with evaluating the precision and effectiveness of customer engagement and essential industry functions within the B2B and...

  • B2B Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Job Description**Job Summary**We are seeking a highly skilled Quality Assurance Specialist to join our B2B team at Ecotricity. As a key member of our team, you will be responsible for ensuring the highest standards of quality in our customer interactions and processes.Key Responsibilities:Evaluate the performance of customer-facing teams, including...

  • B2B Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Job Description**Job Summary**We are seeking a highly skilled Quality Assurance Specialist to join our B2B team at Ecotricity. As a key member of our team, you will be responsible for ensuring the highest standards of quality in our customer interactions and processes.Key Responsibilities:Evaluate the performance of customer-facing teams, including...

  • Quality Management Officer in B2B Sector

    3 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Overview:As we embark on an exciting growth phase within the Ecotricity B2B sector, we are seeking a dedicated Quality Administrator to become an integral part of our B2B Teams.In the role of Quality Administrator, your primary responsibility will be to evaluate the precision and effectiveness of customer lead interactions and essential industry tasks within...

  • Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time £28,000 - £30,000

    Job Summary:We are seeking a highly skilled Quality Assurance Specialist to join our team at Ecotricity. As a Quality Assurance Specialist, you will play a vital role in ensuring the highest levels of customer satisfaction by evaluating performance and identifying improvement strategies.Key Responsibilities:Evaluate the accuracy and performance of customer...

  • Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time £28,000 - £30,000

    Job Summary:We are seeking a highly skilled Quality Assurance Specialist to join our team at Ecotricity. As a Quality Assurance Specialist, you will play a vital role in ensuring the highest levels of customer satisfaction by evaluating performance and identifying improvement strategies.Key Responsibilities:Evaluate the accuracy and performance of customer...

  • Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Job Title: Quality Assurance AdministratorJob 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...

  • Quality Assurance Specialist

    1 day ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Job Title: Quality Assurance AdministratorJob 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...

  • B2B Customer Experience Team Lead

    5 days ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Job DescriptionAbout the RoleWe are seeking a highly skilled and experienced Team Leader to lead a team of Energy Experts in delivering exceptional customer service and driving performance across departmental, regulatory, and contractual agreements within our Business department.The department is a fast-paced and ever-changing environment, dealing with all...

  • B2B Customer Resolution Specialist

    3 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Position OverviewRole SummaryAs a B2B Customer Resolution Specialist, you will be instrumental in ensuring exceptional service delivery to our clients. Your primary responsibility will be to manage and resolve customer grievances, including those escalated to the Ombudsman, through effective communication and collaboration with various stakeholders.This...

  • B2B Customer Resolution Specialist

    3 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Position OverviewRole SummaryAs a B2B Customer Resolution Specialist, you will be instrumental in ensuring exceptional service delivery to our clients. Your primary responsibility will be to manage and resolve customer grievances, including those escalated to the Ombudsman, through effective communication and collaboration with various stakeholders.This...

  • B2B Customer Experience Team Leader

    4 days ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About the RoleWe are seeking a highly skilled and experienced Team Leader to lead our B2B Customer Experience team. As a key member of our Business department, you will be responsible for managing a team of Energy Experts to deliver exceptional customer service and drive performance across departmental, regulatory, and contractual agreements.The ideal...

  • B2B Customer Experience Team Leader

    4 days ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About the RoleWe are seeking a highly skilled and experienced Team Leader to lead our B2B Customer Experience team. As a key member of our Business department, you will be responsible for managing a team of Energy Experts to deliver exceptional customer service and drive performance across departmental, regulatory, and contractual agreements.The ideal...

  • B2B Customer Experience Team Leader

    2 days ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About the RoleWe're seeking a seasoned Team Leader to spearhead a team of Energy Experts in delivering exceptional customer service, while driving performance across departmental, regulatory, and contractual agreements within our rapidly expanding Business department.The department is a fast-paced and ever-changing environment, dealing with all aspects of...

  • B2B Customer Experience Team Leader

    2 days ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About the RoleWe're seeking a seasoned Team Leader to spearhead a team of Energy Experts in delivering exceptional customer service, while driving performance across departmental, regulatory, and contractual agreements within our rapidly expanding Business department.The department is a fast-paced and ever-changing environment, dealing with all aspects of...

  • Transformation Analyst

    2 days ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time £28,000 - £33,500

    About the RoleWe are seeking a highly skilled Transformation Analyst to join our Change and Transformation team at Ecotricity. As a key member of our team, you will play a crucial role in driving continuous improvement and delivering our internal transformation plans.Key ResponsibilitiesConduct Comprehensive Analysis: Conduct thorough analysis of business...