Quality Assurance Specialist
1 day ago
Location: Stoke Contact Centre with Hybrid working
Salary: Competitive + Vodafone Benefits
Hours: Full time (hours per week - Mon to Fri)
Job Summary:
As a Quality Assurance Specialist at Vodafone UK, you will play a key role in ensuring the delivery of high-quality services and products to our customers. You will be responsible for designing, building, and maintaining business-essential tools to support the upkeep of accurate QA information, as well as holding regular alignment and calibration sessions with the Independent Quality Assurance team and all Team Leader and Partner QA teams.
Key Responsibilities:
- Forge and maintain strong relationships across the company to ensure quality risks are captured.
- Analyse available data outputs to identify areas of non-compliance or negative customer experience.
- Design, build, and maintain business-essential tools to support the upkeep of accurate QA information.
- Ownership and management of relevant QA forms within Verint.
- Hold regular alignment and calibration sessions with the Independent Quality Assurance team and all Team Leader and Partner QA teams.
- Assess all appeals in to the IQA team from the operations and make key decisions on upholding or overturning the original scoring.
- Make continuous documented recommendations and/or feedback for key decisions that are backed up by or led by data or regulations to the Operation.
- Hold or attend regular meetings with key stakeholders of all levels across the business to take action or relay information.
- Create or support all communications to the Operations regarding any content changes to Scripts or Quality.
- Drive positive customer and compliance outcomes from the central Governance, Risk, and Control Team.
- Drive the embedding and awareness of Regulatory QA.
- Act as a point of contact and business partner for your appointed business areas for everything Quality related.
Requirements:
- Knowledge of Excel & Verint is highly desirable.
- Ability to deal with complex issues that may need to be translated into simple language.
- Stakeholder management at all levels of the organisation.
- Ability to work collaboratively as part of a team, or solo to ensure the best outcomes.
- Ability to write clear, simple, and relevant reports for use by a variety of stakeholders, with excellent organisational skills and attention to detail.
- Analytical and research skills desirable.
- Critical-thinking and problem-solving skills.
- QA process knowledge and/or experience.
- Strong presentation building and delivery experience.
What We Offer:
An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan, and share schemes. We're also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We're committed to supporting you throughout every step of your career at Vodafone.
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