Quality and Compliance Analyst

1 week ago

Dalkeith, Midlothian, United Kingdom Greenbean Full time
Job Summary

We are seeking a highly skilled Quality Assurance and Training Specialist to join our team at Greenbean. As a key member of our team, you will play a crucial role in ensuring excellent customer outcomes by quality-checking interactions and supporting the training delivery provided to our Client Solutions team.

About the Role
  • Maintain and deliver a robust quality assurance framework for our Client Solutions team.
  • Carry out regular reviews on customer interactions for all team members, including live chat, Jira messaging, and other communication channels.
  • Prepare and maintain robust review records.
  • Provide written and verbal feedback to individuals and team managers.
  • Produce detailed feedback summaries reinforcing positive feedback and highlighting areas for improvement.
  • Identify trends which lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
  • Share best practice with customer-facing teams.
  • Support the client solutions team with ongoing learning needs by conducting ad hoc training.
Key Responsibilities
  • Develop and implement quality assurance processes to ensure high-quality customer interactions.
  • Conduct regular quality checks on customer interactions to identify areas for improvement.
  • Provide feedback and coaching to team members to improve their performance.
  • Collaborate with the client solutions team to identify training needs and develop training programs.
  • Monitor and analyze training feedback to inform future training sessions.
Requirements
  • A proven track record of delivering high-quality work in a quality assurance or training role.
  • Knowledge of quality assurance principles and practices.
  • Excellent written and verbal communication skills, with the ability to provide feedback in a positive and tactful way.
  • An excellent understanding of regulatory requirements and industry standards.
  • Strong analytical and problem-solving skills, with the ability to identify trends and areas for improvement.
  • Collaboration skills, able to work closely with people leaders and individuals to share quality results.

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