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B2B Quality Assurance Specialist
2 months ago
We are seeking a highly skilled Quality Assurance Specialist to join our B2B team at Ecotricity. As a key member of our team, you will play a vital role in ensuring the highest levels of customer satisfaction and adherence to company and industry standards.
Key Responsibilities- Evaluate agent performance based on established criteria, including communication skills, product knowledge, and problem-solving abilities.
- Complete targeted quality checks per month to ensure timely feedback to line managers.
- Assist Team Leaders and Managers in feedback and coaching sessions with agents 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/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.
- Collaborate with the B2B CX Leadership team to identify corrective actions and continuous improvement initiatives.
- Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
- Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.
- Support development of B2B Growth Plans.
- Understanding of the energy industry (desirable)
- Excellent computer literacy, including Microsoft Office Packages
- Proven experience in customer service
- Excellent attention to detail when performing quality assurance checks.
- Strong understanding of customer service principles, practices, and standards.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Detail-oriented with a focus on accuracy and precision in evaluating customer interactions.
- Ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
- Proficiency in using customer relationship management (CRM) software and quality assurance tools.
- Competitive salary: £28,000.00-£30,000.00 per year
- Hybrid working arrangement
- 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
- Healthcare plan, life assurance and generous pension contribution
