Quality Assurance Specialist

3 weeks ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time £28,000 - £30,000
About the Role

We are seeking a highly skilled Quality and Performance Administrator to join our B2B Teams at Ecotricity, Britain's greenest energy company. As a key member of our team, you will play a vital role in maintaining high levels of customer satisfaction by evaluating performance and identifying improvement strategies.

Key Responsibilities
  • Evaluate agent's performance based on established criteria, such as communication skills, product knowledge, and problem-solving abilities.
  • Complete targeted number of quality checks per month by a certain deadline for our sales, CX and Microtricity teams in readiness for feedback to be delivered by line managers.
  • Assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve a high standard of performance across the department.
  • 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/communications to evaluate adherence to company policies, procedures, 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.
Requirements
  • 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
What We Offer
  • Healthcare plan, life assurance and generous pension contribution
  • Hybrid working
  • Various company discounts (including shops, gym, days out and events)
  • Holiday of 25 days (plus bank holidays) & ability to buy/sell days
  • Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.

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