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Quality Assurance Specialist

2 months ago

Altrincham, Trafford, United Kingdom Lookers Full time

Job Summary

We are seeking a Quality Assurance Specialist to join our team at Lookers Head Office in Manchester. As a Quality Assurance Specialist, you will be responsible for analysing customer interactions to ensure we are consistently transacting in a way that results in good customer outcomes.

You will report on the capability of the sales person to provide the level & standard of customer experience required and report on the correct standard of outputs (system and/or paper based), via deal file checking.

This role requires you to be a customer focused individual who is dedicated to improving the customer experience and can provide feedback to others that clearly outlines what is required to deliver a 'best in class' customer experience.

You should be able to build and have ongoing credibility with peers and colleagues alike.

Key Responsibilities

  • Experience gained from a customer service or sales environment is essential
  • Good understanding of all channels of customer interaction (Face to face, distance: telephony and/or email, and online)
  • Able to demonstrate effective communication skills both verbally and in writing
  • Ability to manage difficult conversations whilst maintaining credibility
  • A good understanding of our business including technical knowledge of the products/systems used to transact a sale
  • Methodical with high attention to detail and expertise in analysing data to assess quality
  • Proactively use own initiative to identify, raise and/or action outputs from quality analysis activity aimed at improving the customer experience
  • Understanding of quality tools, systems and reporting standards & requirements
  • Ability to work as a team player, sharing quality findings and best practice
  • Highly motivated and driven to ensure success in this role