Customer Experience Quality Assurance Specialist
4 weeks ago
About the Role
We are seeking a Customer Experience Quality Assurance Specialist to join our team at Marshall Motor Group. As a key member of our Contact Centre team, you will be responsible for ensuring that our Customer Service Representatives are trained, reviewed, and continually supported to provide the best levels of service at all times.
Key Responsibilities
- Be responsible for all new starter inductions and provide training on systems and processes.
- Utilise the Marshall onboarding program along with Contact Centre specific guided learning.
- Audit/review customer calls to ensure the standards we set are maintained.
- Provide weekly and monthly feedback with required/planned actions.
- Review and monitor HR process protocols to ensure they are being maintained by the Team Leaders.
Requirements
- Experience of organising a high volume, varied workload without day-to-day supervision.
- An excellent understanding of the diverse range of communications tools and an ability to deliver within tight deadlines and to a budget.
- Excellent IT skills and a willingness to continually develop knowledge and experience in new technologies.
- Creative thinking skills on new ways to inform and engage.
- Strong data analytical skills.
- Experience of working with senior management teams.
About Us
Marshall Motor Group is one of the UK's largest car dealer groups representing 23 of the world's most popular and celebrated car, van, truck and motorbike manufacturers with 142 dealerships situated across 34 UK counties. We are as passionate about our people as we are our customers. As part of the Constellation Automotive Group which includes webuyanycar, cinch and BCA, there are huge opportunities for you to find your place and build the career you want.
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