Contact Centre Quality Assessor

Here at Lifeplus people are at the heart of what we do. Each Lifeplus Colleague is a key part of who we are. We value everyone who works with us and do all we can to create an environment where mutual respect, trust, collaboration and shared sense of purpose drives all that we do. We strive for our people to feel valued and to have fun at work. We’re looking for people to join the Lifeplus team that want to work for a unique company with lovely, kind and generous people.

Our new Customer Care Quality Assessor will be responsible for carrying out quality assessments across the contact centre, taking into account the call quality, tone, content, the information provided and professionalism through listening to calls and feeding back to the Customer Care Administrators and Team Leaders. You will do this following set quality criteria laid out in the quality framework

The Customer Care Quality Assessor will also help to deliver initial quality-related materials across the contact centre; supporting the delivery of training, providing coaching and feedback support to the Customer Care Administrators and Team Leaders as well as providing actionable data to the management team to implement corrective action where appropriate.

**The role will include but is not limited to**:

- The Quality Assessor (QA) is responsible for assessing the quality of the performance of our contact centre associates. The QA will monitor inbound and outbound multichannel to assess soft skills and rapport building, technical skills conformity to company policies and procedures, meeting the strategic vision
- The QA will assist in developing, creating and implementing contact centre quality processes and procedures; as well as making recommendation for enhancements to training materials and process change as needed to enhance the overall Lifeplus customer’s experience.
- Participates in the design of call monitoring formats and quality standards.
- Performs channel monitoring and provides feedback to team leaders and coaching to CCA
- Identifying issues and trends to the management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level and provides feedback to contact centre team leaders and managers.
- Participates in customer listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed CI, L&D Team Leaders and Management team.
- Coordinates and facilitates calibration sessions for contact centre team leaders.
- Perform other duties as assigned
**Key Attributes**:

- LINGUISTIC REQUIREMENT - Fluent German speaker
- Excellent verbal, written and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Exceptional listening and analytical skills;
- Must be able to effectively deal with people at all levels inside and outside of the Company;
- Ability to multitask and successfully operate in a fast-paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Must be proficient with Microsoft Office (intermediate Word, basic Excel);
**What we offer you**:

- Rewarding salary packages Contributory pension scheme of up to 6%
- Opportunity to buy & sell holiday
- Gym membership discounts
- Contributory hospital and health cash plan
- Cycle2Work scheme
- Eye care vouchers
- Free Lifeplus nutritional and personal care products at work
- Life Assurance
- Discounts on leading brands and retailers
**Hours and Days**:

- Monday - Friday 37.5 hours between the hours of 7-6pm
Our customers are from all walks of life as are our colleagues and this is what makes Lifeplus a different kind of company. We all have a part to play in diversity and inclusion and we welcome everyone to be brave, be kind and be open minded because we believe you - can make a difference

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
- Please note: The successful applicant will be required to undertake a criminal record check.
- Please advise us in advance if you have any special requirements if you are asked to attend an interview

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

**Salary**: £24,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Gym membership
- On-site parking
- Referral programme
- Store discounts
Schedule:

- Monday to Friday
COVID-19 considerations:
Various provisions have been put in place in our offices across the board to keep colleagues safe such as mask-wearing, temperature checks, social distancing a