Quality Assurance Specialist
17 hours ago
As a key member of the Consumer Quality team, this role focuses on driving and improving our Quality standards through understanding what good looks like and documenting best practice using available tools and insights.
The Quality Improvement Specialist ensures strong Operational links with OSPs, guaranteeing they fully understand what is required from them and are aligned with the business needs of TalkTalk.
They form strong links internally with TalkTalk stakeholders, covering all areas, and work in partnership with them, managing OSPs' performance through an agreed Operating Rhythm.
The role ensures OSPs understand our vision and strategy by translating them into day-to-day activities that drive performance improvements.
The Quality Improvement Specialist is the ambassador for Compliance and the quality of the conversation for TalkTalk, ensuring OSPs are focused on the right areas to drive improvements, measured across key metrics such as Compliance adherence, NPS, and ASAT.
Key Responsibilities:
- Support and drive Compliance and the quality of conversation performance across the OSP estate, being the point of contact/subject matter expert for respective areas to ensure success is delivered across Compliance adherence, NPS, and ASAT.
- Act as an agent of change within the business, pushing the business to think harder about how to improve.
- Utilise supporting data to identify key trends across agent, system, and process opportunities.
Requirements:
- Stakeholder management
- Strong understanding of Quality and Customer Experience metrics
- Ability to manage and prioritise own workload
- Understanding of Operational performance
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customers we serve. Being inclusive is part of our DNA; we create a culture where you can truly be yourself.
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