Quality Assurance Coordinator

2 days ago

London, United Kingdom XLN Business Services Full time

Quality Assurance Coordinator

**Company**: XLN Telecom
**Role**: Quality Assurance Coordinator
**Location**: Sheffield, S3 8JY
**Salary**: £22,000

An opportunity has arisen for a Quality Coordinator to join our Quality team. This will be a FTC role (12 Months) based in Sheffield
- Grade Inbound & Outbound calls in-line with GC 22 Compliance regulations and predetermined quality metrics
- Produce timely reports to Line Managers and Team Leaders
- Identify performance trends, development, skills gap and sales opportunities
- Chair group calibration sessions ensuring that ‘best practice’ is shared
- Conduct individual feedback sessions with all team members when required
- Make recommendations for quality & performance improvements
- Notify line manager of unacceptable performances

Enhance ‘World Class’ Customer Experience
- Work with managers to help drive continuous improvement
- Work with managers to take corrective action when the team falls below target
- A role model with a positive can-do attitude towards business challenges
- Ability to self manage workload
- Self-motivated and Proactive
- Champion outstanding performance
- Ability to multi-task
- Ability to work under time and completion deadlines
- Willingness to take on additional tasks as and when required

About You:

- You will have sales/customer service or similar experience;
- You are very comfortable working towards targets and KPI’s with the ability to go above and beyond;
- Your verbal, listening and written communication as well as relationship and rapport building skills will be second to none;
- It is important that you are committed, reliable and enthusiastic to learn and further develop;
- Have an enthusiasm to drive high performance through positive and constructive call monitoring and feedback sessions;
- Enjoy working as part of a team to structure calibrating and benchmarking quality scoring criteria;
- You will be a results focused employee and have a passion for driving your team to meet daily KPIs;
- Are committed, reliable and enthusiastic to learn and further develop;
- Have experience in leading others.

IND1

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