Quality Assurance Specialist

4 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Verisure Careers Full time

About the Role:

We are seeking a Quality Assurance Specialist to join our team at Verisure Careers. As a Quality Assurance Specialist, you will play a crucial role in ensuring the highest standards of customer service and operational excellence.

Key Responsibilities:

  • Call Monitoring: Listen to recorded calls to assess agent performance, compliance, and customer satisfaction.
  • Quality Analysis: Analyse call data to identify trends, patterns, and areas for improvement.
  • Feedback Provision: Provide constructive feedback to agents, supervisors, and management to enhance call quality and efficiency.
  • Reporting: Prepare regular reports on quality metrics, performance trends, and recommendations for improvement.
  • Customer Experience: Contribute to initiatives to improve the overall customer experience.

Requirements:

  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment.
  • Strong analytical and problem-solving skills.
  • Experience in quality assurance or a related field.


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