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B2B Quality Assurance Specialist

2 months ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time

Overview:

As Ecotricity continues to expand its B2B operations, we are seeking a dedicated Quality Administrator to enhance our B2B Teams.

In this role, you will be tasked with evaluating the precision and effectiveness of customer lead interactions and essential industry tasks within the B2B and Microtricity divisions. Your efforts will ensure a favorable experience for our clients while adhering to both company and industry benchmarks.

Collaboration with our B2B Leadership team is crucial, necessitating strong stakeholder management and communication abilities. You will provide comprehensive feedback on individual performance, requiring an exceptional level of attention to detail.

Key Responsibilities:

  • Assess agent performance against established standards, including communication skills, product knowledge, and problem-solving capabilities.
  • Achieve a specified number of quality assessments monthly, preparing for feedback sessions led by line managers.
  • Support Team Leaders and Managers during feedback and coaching meetings 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.
  • Analyze customer service data and quality assurance metrics to identify trends and areas for enhancement.
  • Work alongside the B2B CX Leadership team to pinpoint corrective measures and continuous improvement initiatives.
  • Document quality assurance findings, recommendations, and actions taken to ensure 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 Microsoft Office Suite
  • Demonstrated experience in customer service

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.
  • Proficient in customer relationship management (CRM) software and quality assurance tools.

Personal Attributes:

  • Methodical, organized, and logical thinker.
  • Efficient in managing personal workload.
  • Open to feedback and responsive to constructive criticism.
  • Skilled in managing internal and external relationships.
  • Resourceful problem solver with a solutions-focused approach.
  • Committed to continuous improvement.
  • Engaging and motivating demeanor.
  • Collaborative team player who fosters supportive relationships.
  • Flexible and adaptable in work approach.

Benefits:

Comprehensive healthcare plan, life insurance, and generous pension contributions.

Volunteering opportunities.

Hybrid working arrangements.

Various company discounts (including retail, fitness, and recreational activities).

25 days of annual leave (plus public holidays) with options to buy/sell days.

Cycle-to-work scheme, carpooling, and on-site parking available.

As a valued team member, you will contribute to the Group Environmental policy and its objectives to achieve net carbon neutrality by 2025.

Flexibility Statement:

The dynamic nature of our business may require you to undertake duties outside your original job description on an ad hoc basis, enabling the company to utilize its workforce effectively and allowing employees to contribute meaningfully in a changing environment.

Ecotricity is recognized as Britain's greenest energy provider. Since our inception, we have pioneered the delivery of renewable energy solutions, striving to transform energy production and consumption in the UK.

Our mission is to replace fossil fuels with clean, renewable energy, ensuring that we not only supply green energy but also invest in its production through initiatives like windmills and solar parks.

We are committed to sustainability beyond energy, having developed Electric Highways for electric vehicle charging, supported the green initiatives of Forest Green Rovers, and launched Ecotalk, Britain's greenest mobile service in partnership with RSPB.

Ecotricity is an equal opportunities employer, dedicated to promoting equality for all.