Apprentice - Call Centre Quality

2 weeks ago

Newcastle upon Tyne, United Kingdom Verisure Services (UK) Limited Full time

**Location**: Quorum Business Park, Benton Lane, Newcastle upon Tyne

**Role Type**: Permanent, 37.5 hours per week

**Salary**: Above government minimum wage + uncapped commission potential

**Position**: Quality Assurance Analyst

**About Verisure**:
Verisure is a leading provider of security solutions for residential and commercial customers. We are committed to delivering exceptional service and protecting our customers' homes and businesses.

**Job Summary**:
As a Quality Assurance Analyst, you will play a crucial role in ensuring the highest standards of customer service and operational excellence. You will monitor inbound calls, identify areas for improvement, and provide feedback to the team to enhance overall performance.

**Key Responsibilities**:

- **Call Monitoring**: Listen to recorded calls to assess agent performance, compliance, and customer satisfaction.
- **Quality Analysis**: Analyse call data to identify trends, patterns, and areas for improvement.
- **Feedback Provision**: Provide constructive feedback to agents, supervisors, and management to enhance call quality and efficiency.
- **Reporting**: Prepare regular reports on quality metrics, performance trends, and recommendations for improvement.
- **Customer Experience**: Contribute to initiatives to improve the overall customer experience.

**Requirements**:

- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Attention to detail and accuracy

**Benefits**:

- Competitive salary and uncapped commission potential
- Supportive and collaborative work environment
- Opportunities for professional development and growth
- Comprehensive benefits package including medical insurance, pension, and generous holiday allowance

**APPLY TODAY

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