Quality Assurance

Connex One is a UK Based, successful international software house, designing innovative Cloud SaaS Contact Centre/Customer Engagement solutions which focus on insights, data analytics, and omnichannel communications.

Established in 2013, Connex One is now present in 5 continents with a team of over 300 based in our Manchester, Miami, Nigeria, Kenya, Durban, Barcelona, and Melbourne offices.

The team is composed of Full Stack Developers, Front End / Back End Developers, Database Engineers, Support Staff, Technical Services Engineers, Sales, Solutions Architects, Operations, Marketing, Accounts, Admin, HR & Compliance.

**Role Objectives**

As a Quality Assurance team member, you will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents and ensuring the customer experience exceeds all expectations whilst ensuring high standards.

You will monitor and actively influence quality performance, ensuring that the quality requirements are fulfilled and that goals are consistently achieved. You will also analyse advisors, quality results and performance to optimise processes and support their development, providing objective and constructive feedback to agents and team managers.

**Core Responsibilities & Duties**

The Connex Support team strives to deliver on our Principles of:

- Delivering on our Promises
- Driving Customer Success
- Prioritising Effectively
- Search Out Repeat Issues
- Fixing the Route Cause
- Being professional at all times
- Delivering Quality every time

The above principles help us deliver on our vision of providing the Best Support in the Industry.

As a Quality Assurance Team Member, you will be responsible for the following:

- Being committed to and believing in a great customer experience. You will be responsible for

monitoring agents in a service environment, ensuring the customer experience exceeds all

expectations.
- Providing direct/indirect feedback to agents and team managers, actively influencing quality

performance, identifying critical development areas, and business improving standards
- Embedding a culture that puts the customer at the heart of everything we do. Driving internal customer engagement and working closely with key stakeholders to achieve a philosophy of continuous improvement.
- Building positive relationships within the team; creating an environment that facilitates strong performance whilst ensuring you achieve specific and agreed targets.
- Helping to generate a high-performing team environment with an open communication culture, building a culture of trust, listening to feedback, resolving any issues or conflicts and demonstrating the ability to engage piers, stakeholders and senior managers positively.

**Qualifications & Experience**
- A minimum of 6 months of experience as a Quality assurance analyst within a Contact Centre environment.
- Experience in a telephony team environment within an inbound/outbound call centre, with excellent customer service experience.
- You must be proficient in computer systems and have the ability to analyse and convert large volumes of data into trend and recommendation reporting.
- It would be a definite advantage for you to have a working knowledge of continuous improvement techniques and quality assurance tools.

**Remuneration & Benefits**
- 26 days to start (plus UK public holidays)
- Positive working environment in contemporary offices centrally located in Manchester
- Family friendly policies
- Can do culture and rapid growth
- Promotion of professional development

**Job Types**: Full-time, Permanent

Pay: £22,000.00-£24,000.00 per year

Schedule:

- 12 hour shift
- Day shift
- Night shift
- Overtime

Ability to commute/relocate:

- Manchester, M3 3GY: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Will you now or in the future require sponsorship for employment visa status?
- This is an Onsite position. Can you confirm you are comfortable working in an Onsite setting?

**Experience**:

- Quality assurance: 1 year (preferred)

Work Location: In person