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Quality Assurance Specialist
2 months ago
As we continue to drive growth in our B2B arena, we are seeking a skilled Quality & Performance Administrator to support our B2B Teams. This role is critical in ensuring a positive experience for our customers and adherence to company and industry standards.
Key Responsibilities:- Assess the accuracy and performance of customer lead interactions and industry core tasks across B2B and Microtricity departments.
- Provide detailed feedback on individual performance, requiring high attention to detail.
- Evaluate agent performance based on established criteria, such as communication skills, product knowledge, and problem-solving abilities.
- Complete targeted quality checks per month, ensuring timely feedback to line managers.
- Assist Team Leaders and Managers in feedback and coaching sessions 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 to evaluate adherence to company policies 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.
- 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.
- Flexible and adaptable approach to work.
- Healthcare plan, life assurance, and generous pension contribution.
- Hybrid working.
- Various company discounts.
- Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
- Cycle to work scheme, car pooling, and onsite parking available.
We are committed to making the Green Britain Group net carbon neutral by 2025, and as a valued member of our team, you will play a vital role in supporting this mission.
