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Quality Management Officer in B2B Sector
2 months ago
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 the B2B and Microtricity divisions. This is crucial for ensuring a favorable experience and compliance with both company and industry standards.
You will collaborate closely with our B2B Leadership team, necessitating strong stakeholder management and communication abilities. Your role will involve providing comprehensive feedback regarding individual performance, thus requiring an exceptional level of attention to detail.
Key Responsibilities:
- Assess agents' performance against predefined criteria, including communication proficiency, product knowledge, and problem-solving skills.
- Achieve a specified number of quality assessments monthly, ensuring timely feedback is prepared for our sales, CX, and Microtricity teams.
- 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 benchmarks 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.
- Analyze customer service data and quality assurance metrics to identify trends, patterns, and areas needing improvement.
- Work alongside the B2B CX Leadership team to determine corrective actions and ongoing improvement initiatives.
- Document quality assurance findings, recommendations, and actions taken to ensure transparency and accountability.
- Stay updated on industry best practices, emerging trends, and customer service technologies to enhance quality assurance methodologies.
- 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 Microsoft Office Suite
- Demonstrated experience in customer service roles
Essential Skills:
- Meticulous attention to detail in conducting quality assurance evaluations.
- Strong grasp of customer service principles and standards.
- Exceptional verbal and written communication skills.
- Analytical mindset capable of interpreting data and identifying trends.
- Detail-oriented with a focus on accuracy in assessing customer interactions.
- Adept at multitasking and prioritizing in a fast-paced environment.
- Experience with customer relationship management (CRM) software and quality assurance tools.
Personal Attributes:
- Methodical, logical, and organized approach to tasks.
- Efficient in managing personal workload.
- Open to feedback and able to act on it.
- Skilled in managing internal and external relationships.
- Resourceful problem solver focused on solutions.
- Committed to continuous improvement.
- Engaging and motivating interpersonal style.
- Team-oriented with a focus on building supportive relationships.
- Flexible and adaptable in work approach.
Benefits:
We offer a comprehensive healthcare plan, life assurance, and a generous pension contribution.
Enjoy a volunteering day, hybrid working options, and various company discounts.
Our holiday policy includes 25 days off (plus bank holidays) with the option to buy or sell days.
Additional perks include a cycle-to-work scheme, carpooling options, and onsite parking.
As a valued team member, you will contribute to our 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 your original job description on an ad hoc basis, enabling us to utilize our workforce effectively and allowing employees to contribute in a changing environment.
Ecotricity is recognized as Britain's greenest energy company, pioneering the provision of renewable energy solutions.
Our mission is to transform energy production and consumption in Britain by replacing fossil fuels with sustainable energy sources.
We not only supply green energy but also invest in its production, constructing windmills and solar parks across the UK. Our commitment to innovation continues with the introduction of geothermal energy and green gas mills.
We also focus on enhancing electric vehicle infrastructure and supporting sustainable initiatives, such as the greenest football club and mobile phone services.
Ecotricity is an equal opportunities employer dedicated to promoting equality for all.
