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B2B Performance Evaluation Coordinator
2 months ago
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 industry tasks within the B2B and Microtricity divisions. This is crucial for ensuring a favorable experience while adhering to both company and industry standards.
Your collaboration with our B2B Leadership team will be essential, making strong stakeholder management and communication skills imperative. You will provide comprehensive feedback on individual performance, necessitating a meticulous attention to detail.
By assessing performance and pinpointing improvement strategies through root cause analysis, you will play a pivotal role in sustaining high levels of customer satisfaction. Your analytical abilities, attention to detail, and commitment to excellence will be vital for success in this position.
Key Responsibilities:
- Assess agent performance against defined criteria, including communication skills, product knowledge, and problem-solving capabilities.
- Achieve a targeted 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 to uphold 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 through recorded communications to ensure compliance with company policies and service standards.
- Identify trends and areas for enhancement through analysis of customer service data and quality assurance metrics.
- Collaborate with the B2B CX Leadership team to determine corrective actions and initiatives for continuous improvement.
- 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.
- Assist in the development of B2B Growth Plans.
- Perform any additional tasks as requested by management.
Required Knowledge:
- Familiarity with the energy sector (preferred)
- Proficient in computer applications, including Microsoft Office Suite
- Demonstrated experience in customer service
Essential Skills:
- Exceptional attention to detail in conducting quality assurance evaluations.
- Strong grasp of customer service principles and standards.
- Outstanding verbal and written communication skills.
- Analytical mindset capable of interpreting data and identifying trends for informed decision-making.
- Detail-oriented approach with a focus on accuracy in evaluating customer interactions.
- Adept at multitasking and prioritizing in a fast-paced environment.
- Proficient in utilizing customer relationship management (CRM) software and quality assurance tools.
Personal Attributes:
- Methodical, logical, and organized mindset.
- Efficient in managing personal workload.
- Open to feedback and responsive to constructive criticism.
- Effectively manages relationships both internally and externally.
- Resourceful problem solver with a solutions-focused approach.
- Committed to ongoing improvement.
- Engaging and motivating demeanor.
- Collaborative team player who fosters supportive relationships.
- Flexible and adaptable in work approach.
Benefits:
Healthcare plan, life assurance, and a generous pension contribution.
Volunteering opportunities.
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 goals to achieve net carbon neutrality by 2025.
Flexibility Statement:
The dynamic nature of our business may require you to undertake duties outside of your original job description on an ad hoc basis, allowing us to utilize our workforce effectively in a changing environment.
Ecotricity is recognized as Britain's greenest energy company, pioneering the provision of green electricity since 1995.
Our mission remains to transform energy production and consumption in Britain by replacing fossil fuels with renewable energy sources.
We not only supply green energy but also invest in creating it ourselves, building windmills and solar parks across the UK. Our commitment extends to innovative projects like geothermal energy and green gas production.
We also focus on sustainable initiatives beyond energy, including developing Electric Highways and supporting environmentally conscious organizations.
Ecotricity is an equal opportunities employer, dedicated to providing equality for all.
