Quality Assurance Specialist
3 weeks ago
About the Role:
We are seeking a highly skilled Quality and Assurance Administrator to join our team at Ecotricity. As a key member of our B2B team, you will play a vital role in ensuring the highest levels of customer satisfaction and adherence to company and industry standards.
Key Responsibilities:
- Evaluate agent performance based on established criteria, including communication skills, product knowledge, and problem-solving abilities.
- Complete targeted quality checks per month to ensure timely feedback to line managers.
- Assist Team Leaders and Managers in feedback and coaching sessions to achieve high performance standards.
- Develop and implement new quality assurance checks and standards for current and new processes.
- Monitor customer service interactions in real-time or through recorded calls to evaluate adherence to company policies and service standards.
- Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
- Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
- Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes.
Requirements:
- Understanding of the energy industry (desirable)
- Excellent computer literacy, including Microsoft Office Packages
- Proven experience in customer service
What We Offer:
- Cycle to work scheme
- Employee discount
- Gym membership
- Health & wellbeing programme
- Life insurance
Work Environment:
- Hybrid remote work arrangement
- Stroud, GL5 3BY
Education and Experience:
- GCSE or equivalent (preferred)
- Customer service experience: 1 year (required)
- Proficient in Microsoft Excel
Language:
- English (preferred)
Driving Licence:
- Driving Licence (preferred)
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