Quality Assurance Specialist

4 weeks ago

Altrincham, Trafford, United Kingdom Lookers Full time

Job Title: Quality Assurance Assessor

Job Summary:

We are seeking a highly skilled Quality Assurance Assessor to join our team at Lookers. As a Quality Assurance Assessor, you will be responsible for analyzing customer interactions to ensure that our sales teams are consistently providing good customer outcomes. You will report on the capability of the sales person to provide the level and standard of customer experience required and report on the correct standard of outputs via deal file checking.

Key Responsibilities:

  • Analyze customer interactions to identify areas for improvement
  • Report on the capability of the sales person to provide the level and standard of customer experience required
  • Report on the correct standard of outputs via deal file checking
  • Proactively identify and raise attention to any trends in quality performance
  • Provide data and information to support quality outcomes and proposals for the further development of the customer experience

Requirements:

  • Experience gained from a customer service or sales environment is essential
  • Good understanding of all channels of customer interaction (Face to face, distance: telephony and/or email, and online)
  • Able to demonstrate effective communication skills both verbally and in writing
  • Ability to manage difficult conversations whilst maintaining credibility
  • A good understanding of our business including technical knowledge of the products/systems used to transact a sale
  • Methodical with high attention to detail and expertise in analyzing data to assess quality
  • Proactively use own initiative to identify, raise and/or action outputs from quality analysis activity aimed at improving the customer experience
  • Understanding of quality tools, systems and reporting standards & requirements
  • Ability to work as a team player, sharing quality findings and best practice
  • Highly motivated and driven to ensure success in this role

Why Lookers?

At Lookers, we are proud to have been voted one of the UK's Top Employers. We are committed to looking after both our people and our customers. If you are a motivated and driven individual who is passionate about delivering excellent customer experiences, then we would love to hear from you.

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