Quality Assurance Specialist

3 weeks ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time £28,000 - £30,000
Quality and Performance Administrator

As Ecotricity continues to grow and expand its B2B operations, we are seeking a highly skilled Quality and Performance Administrator to join our team. This role will play a vital part in ensuring the accuracy and performance of customer interactions and industry core tasks across our B2B and Microtricity departments.

Key Responsibilities:
  • Evaluate agent performance based on established criteria, including communication skills, product knowledge, and problem-solving abilities.
  • Complete a targeted number of quality checks per month by a specific deadline for our sales, CX, and Microtricity teams.
  • Assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve high performance standards.
  • 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:
  • Flexible and adaptable approach to work.
  • 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) and ability to buy/sell days.
  • Cycle to work scheme, car pooling, and onsite parking available.

As a valued member of the team, you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.

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