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Customer Experience Champion
2 months ago
About the Role
We are seeking a highly skilled Quality Improvement Specialist to join our Consumer Quality team at TalkTalk Group. As a key member of the team, you will play a critical role in driving and improving our Quality standards.
Key Responsibilities
- Support and drive Compliance and the quality of conversation performance across the OSP estate, ensuring 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.
- Utilize supporting data to identify key trends across agent, system, and process opportunities.
- Identify key opportunities within performance data and trending at site/team and agent level.
- Fully understand the RAG performance at a site/team and agent level and track trending against business targets.
- Understand best practice by fully engaging with and understanding what green agents do to support in driving consistency across Customer Experience.
- Manage and engage with virtual teams to ensure a joined-up approach to Customer Experience and Quality across Operations, Training, and Comms.
- Develop and drive a Quality coaching culture across the OSP estate to ensure challenges are surfaced and improvements embedded.
- Own improvement plans and hold OSPs accountable for agent Performance Improvement Plans.
Requirements
- Stakeholder management
- Strong understanding of Quality and Customer Experience metrics
- Ability to manage and prioritize own workload
- Understanding of Operational performance
About Us
TalkTalk Group is a dynamic workplace that values diversity and inclusion. We are committed to creating a culture where you can truly be yourself and thrive in a fast-paced environment. We are not your usual 9-5, and we want to talk to you about how you like to work.
