Quality Assurance Assessor

7 days ago

Macclesfield, United Kingdom TFLI Limited Full time

**Job description**

We're offering a rare and truly exciting opportunity to join one of the UK’s leading digital marketing/software development agency. Based within Tytherington Business Park, Cheshire, we are an international digital marketing firm who work closely with Google, Facebook, Instagram and TikTok.

We are on the hunt for a highly organised quality assurance assessor, who possesses exceptional organisational skills and would relish the opportunity to join and help enhance a fast growing, rapid paced digital media business.

Every day is different, and we can confidently say that there’s never a dull moment.

**The Role**
- **Develop Quality Standards**: Create and maintain quality standards, guidelines, and metrics that align with call centre objectives and industry best practices.
- **Conduct Quality Audits**: Monitor call centre interactions through call recordings, live observations, and other methods to assess agent performance against established standards.
- **Analyse Data**: Analyse quality data to identify trends, areas for improvement, and the effectiveness of training and coaching programs.
- **Provide Feedback**: Provide constructive feedback to agents on their performance, highlighting strengths and areas for development.
- **Contribute to Process Improvement**: Collaborate with team members to identify process inefficiencies and develop solutions to enhance customer satisfaction and agent productivity.
- **Prepare Reports**: Prepare regular reports summarising quality metrics, findings, and recommendations to management.

**Requirements**:

- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Proficiency in using quality assurance software and tools
- Knowledge of call centre operations and customer service best practices
- Ability to work independently and as part of a team
- Attention to detail and accuracy
- Strong organizational and time management skills
- A high level of accuracy and attention to detail
- English and Maths GCSE Qualifications
- Grade C/4 or above

**Company Information**

We have huge growth aspirations for the future and a clear plan as to how we will get there. This really is the perfect time for the right person to join our team, make their mark and grow with us.

Sound interesting? If you believe that you have what it takes to make the grade, we would love to hear from you.

**Steps to Apply**

Please send your CV, a **covering letter **detailing as to why we should consider you for this role. **Please note that applicants who fail to provide a covering note will not be considered**. The interview process will be conducted via video call, with a face to face second stage element.

Schedule:
Monday to Friday

We look forward to hearing from you

**Job Type**: Permanent

Pay: £20,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: TFLI QA October 2024

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