Call Quality Assurance Agent

2 weeks ago


Swansea, United Kingdom Consumer Energy Solutions Full time

**We, Consumer Energy Solutions Limited (CES)**, are currently seeking a dedicated **Call Quality Assurance Agent** to join our team. At CES, we take pride in delivering exceptional service to our customers and are committed to maintaining the highest standards in all aspects of our operations.

**What we will offer you**:

- No weekend work
- Casual Dress Code
- Company Events
- Opportunities for progression & promotion
- Salary of £25,000-£30,000 dependant on experience

**Key Responsibilities**:

- **Analyse Call Quality**: Actively listen to calls and conduct checks to ensure the accurate transfer of relevant information to internal systems.
- **Verify Customer Interactions**: Ensure that required actions have been followed through during customer interactions.
- **Report Generation**: Provide comprehensive reports to relevant managers based on quality assessments.
- **Conduct Feedback Sessions**: Facilitate continuous improvement by conducting feedback sessions with individual staff members.
- **Collaborate for Improvement**: Work with team members to develop standard practices for the department, enhancing overall service levels.

**Skill Requirements**:

- **Proven Experience**: Demonstrated experience in call coaching within a call centre environment.
- **Customer Service Expertise**: Strong understanding of customer service principles and call centre operations.
- **Excellent Communication Skills**: Ability to communicate effectively with staff and management.
- **Attention to Detail**: Focus on accuracy and consistency in all tasks.
- **Data Analysis**: Ability to analyse data and identify trends.
- **Organisational Skills**: Strong organisational skills, with the ability to work independently and as part of a team to meet deadlines.

**Join CES and be a part of a dynamic team that values excellence and innovation in renewable energy. If you have the skills, ambition and desire to be part of a thriving team - get in touch NOW - 07943832604**

Pay: £25,000.00-£30,000.00 per year

**Benefits**:

- Company events
- Company pension

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: Call Quality Assurance Agent



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