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B2B Quality Assurance Specialist
2 months ago
We are seeking a detail-oriented Quality Administrator to join our B2B Teams at Ecotricity, a leading green energy company. As a Quality Administrator, you will play a vital role in ensuring the accuracy and performance of customer lead interactions and industry core tasks across the B2B and Microtricity department.
Key Responsibilities:- Evaluate agent performance based on established criteria, including communication skills, product knowledge, and problem-solving abilities.
- Complete quality checks per month to ensure high standards of performance across the department.
- 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 to evaluate adherence to company policies and service standards.
- Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
- Collaborate with the B2B CX Leadership team to identify corrective actions and continuous improvement initiatives.
- Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
- Excellent computer literacy, including Microsoft Office Packages.
- Proven experience in customer service.
- Strong understanding of customer service principles, practices, and standards.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Competitive salary: £28,000.00-£30,000.00 per year.
- Healthcare plan, life assurance, and generous pension contribution.
- Hybrid working arrangement.
- Various company discounts.
- Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
At Ecotricity, we are committed to providing equality for all and creating a positive work environment. If you are a motivated and detail-oriented individual who is passionate about delivering high-quality customer experiences, we encourage you to apply for this exciting opportunity.
