Quality Assurance Specialist
4 weeks ago
Are you a seasoned professional looking to leverage your expertise in Call Quality to drive exceptional customer service? We're seeking a skilled Call Quality Analyst to join our award-winning team.
The Role
As a Call Quality Analyst, you will be responsible for auditing customer interactions to ensure they meet our high standards. You'll utilize advanced analytics software to track call trends and manually assess selected calls based on key factors such as relationship building, empathy, and customer outcomes.
The Company
Our client is a respected employer that values its employees as the driving force behind success. They offer a supportive and engaging work environment, with opportunities for career development, social activities, and a strong team-focused culture that encourages personal and professional growth.
Key Benefits
- 30-hour workweek for a great work-life balance
- 22 days of annual leave plus Bank Holidays, increasing with service
- Contributory pension scheme
Requirements
To succeed in this role, you should have:
- Previous experience in a Call Quality position
- Strong communication skills, both written and verbal
- Ability to thrive in a fast-paced, dynamic setting
- Proficiency in Microsoft Office
- Experience with speech analytics tools
- Knowledge of SRA and FCA regulations
- Familiarity with Treating Customers Fairly (TCF) principles
What's Next?
Apply now to take the next step in your career as a Call Quality Analyst.
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