Quality Assurance Specialist

3 days ago


Worcester, Worcestershire, United Kingdom team Full time

Job Description:

We are seeking a Quality Assurance Specialist to join our Contact Centre team in Worcester. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest standards of customer service and quality in our contact centre.

Key Responsibilities:

  • Conduct quality checks on calls and tickets to ensure compliance with company standards.
  • Audit Customer Care UK & IE sales to ensure quality and consistency.
  • Report and improve Net Promoter Score (NPS) metrics.
  • Design and implement quality standards, procedures, and specifications for the contact centre.
  • Prepare and present performance reporting to stakeholders.
  • Monitor and analyse performance metrics to identify areas for improvement.
  • Provide commercial training for new starters and existing staff.
  • Determine training needs and develop training plans.

Requirements:

  • Strong IT skills, with knowledge of Microsoft Word, Excel, and Outlook.
  • Resilient and confident, with the ability to problem-solve and think critically.
  • Excellent written and verbal communication skills.
  • Exceptional communication and influencing skills.
  • Experience working in a customer service environment and a strong understanding of customer needs.
  • Taking pride in your working standards, behaviour, and attitude.
  • Excellent problem-solving skills and a natural flair for delivering excellent customer support.
  • Team working and an inquisitive mind, with a strong motivation to learn and develop new skills.

Working Hours:

Normal office hours are Monday to Friday, 6am - 7pm, with split shifts and occasional weekend work. Training will be provided in Worcester, with opportunities for remote working.

Requirements and Eligibility:

At Namesco Limited, we are committed to equal opportunities and welcome applications from all qualified candidates. Please note that we cannot sponsor Sponsorship Visas.



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