Quality Analyst
1 week ago
As a Quality Coach in the Customer Centre at Oak Furniture Land, you will be responsible for assisting customer interactions and delivering feedback and coaching to both new and existing customer advisors. Core Responsibilities - Assessing both voice and digital interactions with our customers in line with our Quality Guidelines. - Providing concise written feedback on all interactions assessed, along with documented actions where opportunities for improvement are identified. - Delivering great coaching sessions to new and existing advisors, based on the output of a quality assessment. - Complete calibration sessions with new starter groups, ensuring that all new advisors understand the expectations required from a quality & compliance perspective. - Support the operation by completing voice and digital sampling and trend analysis based on current business needs, presenting these in a variety of formats. To support this, a working knowledge of Google Sheets, Google Docs & amp; Slides would be required. This is a key role to ensure that our Customer Service Advisors are offering the best possible service to new and existing customers. **Essential Skills** As a Quality Analyst you will be able to demonstrate great communication skills, both verbally and in writing. You will need to be a people person who enjoys developing new relationships and have an awareness of how to present and pass on feedback to internalstakeholders. At OFL, we pride ourselves on being unique in terms of the products and services we offer our customers and in the way that we work together. If you are a true people person, team player and have the ability to demonstrate the skills listed above, we would be delighted to hear from you. We have a lot of things to be proud of here at Oak Furnitureland. Firstly, let's talk about our furniture itself. From beautiful bedroom cabinetry and sofas you can't help but sink into, to dining tables you can gather around with loved ones and customisable mattresses that guarantee a dreamy night's sleep, there's somethingfor every room in the home. All our furniture is exclusively designed and properly made. We use quality hardwood that's been responsibly sourced, and we let the natural beauty of the wood shine through in each piece. And then we have our people. From our showroom colleagues and our delivery drivers to our customer service team and logistics department; everyone works as one united team, driven by a shared purpose and values. In short, we make furniture that we're really proud of, so that we can help people make their house a real home. Why not join us? At Oak Furnitureland we have put Diversity and Inclusion at the top of our people agenda, as we believe that a more diverse and inclusive workplace, where people of different backgrounds are truly represented ensures better outcomes for all colleagues andthe business. You'll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose and values. We are committed to fairness in the way we hire new colleagues and if you require any additional support to help you through the processwe're happy to make the necessary adjustments for anyone that needs them.
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