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Quality Assurance Specialist

2 months 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 lead interactions and industry core tasks across the B2B and Microtricity department.
  • Provide detailed feedback relating to individual's performance, requiring a high level of attention to detail.
  • Assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve a high standard of performance.
  • 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.

Requirements:

  • Excellent computer literacy, including Microsoft Office Packages.
  • Excellent attention to detail when performing quality assurance checks.
  • Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
  • Proficiency in using customer relationship management (CRM) software and quality assurance tools.

What We Offer:

  • Healthcare plan, life assurance, and generous pension contribution.
  • Hybrid working.
  • Various company discounts (including shops, gym, days out, and events).
  • Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
  • Cycle to work scheme, car pooling, and onsite parking available.