Quality Assurance Specialist
4 days ago
We are seeking a Quality Assurance Administrator to support our B2B Teams in ensuring a positive experience and adherence to company and industry standards.
The successful candidate will be responsible for assessing the accuracy and performance of customer lead interaction and industry core tasks, identifying improvement strategies through root cause analysis, and maintaining high levels of customer satisfaction.
The role involves evaluating agent performance, completing quality checks, assisting in feedback and coaching sessions, developing new quality assurance checks, and monitoring customer service interactions.
The ideal candidate will have excellent attention to detail, analytical skills, and proficiency in using CRM software and quality assurance tools.
Key Responsibilities:- Evaluate agent performance based on established criteria
- Complete targeted quality checks per month
- Assist in feedback and coaching sessions
- Develop and implement new quality assurance checks
- Monitor customer service interactions
- Excellent computer literacy, including Microsoft Office Packages
- Proven experience in customer service
- Understanding of energy industry (desirable)
- Cycle to work scheme
- Employee discount
- Gym membership
- Health & wellbeing programme
- Life insurance
We are an equal opportunities employer and welcome applications from all qualified candidates. If you are a motivated and detail-oriented individual with a passion for quality assurance, please submit your application.
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