Quality Assurance Assessor

7 days ago

SouthendonSea, United Kingdom Pure Resourcing Solutions Full time

Pure are pleased to be working with a growing organisation who are looking for a Quality Assurance Assessor to join their busy Quality Assurance team.
To complete contact monitoring assessments in the Contact Centre across both Sales and Service Depts in accordance with the Quality Assurance Programme. You will be an advocate for performance quality and a champion of excellence from a behavioural and servicedelivery perspective and through concise and factual feedback you will help agents deliver an excellent customer experience as well as adhere to our regulatory obligations. You will be responsible for accurately completing quality monitoring MI and highlightingany potential risks to our customers at the earliest opportunity.
**Key Responsibilities**:

- Maintain accurate and concise monitoring output, enabling managers to effectively feedback to their agents.
- Identify any adverse call trends/call drivers and highlight these to the QA Team Leader and Operations Manager.
- Use MI to analyse and identify performance trends and gaps and discuss improvement plans with the relevant managers.
- Participate in calibration sessions to check understanding and maintain consistency across the team.
- Keep abreast of regulatory, procedural and/or product changes that may impact customer contact and have a bearing on the Quality Assurance Programme.
- Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company’s internal procedures.
- To manage sensitive business and employee information appropriately and confidentially.
- To act with integrity, due care, skill, and diligence.
- To be open and honest with our regulatory body.
- To pay due regard to the interest of customers and treat them fairly.
**Essential Knowledge and Skills Required**:

- Excellent written and verbal communication skills
- Good planning and Organisational skills
- Ability to work well in a team
- Good Microsoft skills including Excel is preferrable
- Previous experience working as a Quality Assurance Assessor

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