Quality Controller

Can you imagine working for a global brand who is a leader in technology services for some of the biggest names on the planet? At Likewize we help to keep the world connected and if you have a passion to help customers and want to be a part of something bigger then now is your time to join us

After recent success, we are expanding our Quality Team. If you have previous experience of delivering internal quality feedback within a call centre environment, then we want to hear from you.

As a Quality Controller, you will work as part of a small team to support the development of the quality of call and standards within the specialist contact centre. You will be responsible for ensuring that the quality of all customer contacts is regularly and robustly assessed, recorded, and shared to ensure that all staff has the capability to meet the contact centres service standards and key performance indicators.

You will be responsible for providing direct feedback to both staff and team leader/managers with direction on how improvements can be made accompanied by clearly recorded coaching.

**Starting Salary £20,765pa**

**Start Date: ASAP**

You will also be responsible for:

- Complete regular moderation sessions within the team and with management to ensure that consistency is always achieved.
- Consistently provide a high level of service through the successful nurturing of and cooperation with internal relationships with departments who depend on or who influence their own work.
- Collate and record the results of the above accompanied by an action plan where appropriate.
- Host regular meetings with the management team and/or training team with analysis and solutions to improve areas of concern.
- Monitor calls via Remote, Live side by side and recording platforms
- Regularly review current Quality practices, processes and reports across all active departments and ensure that any changes agreed are communicated clearly and understood by all involved.
To do this we are seeking a confident person who has the ability to coach small teams or individuals to deliver clear and accurate training off the back of any findings. You will also have experience of:

- Experience of working within a contact centre and a proven track record of high call quality and excellent soft skills.
- excellent planning; organizational and communication skills.
- Proven ability to build, develop and maintain good relationships with team members and individuals.
- Experience of working towards tight deadlines and following structured processes.
Are you one of us?

Impressed by the power of mobile connectivity and energized by the shocking pace of its evolution, we’re the innovators helping define and drive an entire industry of dynamic mobile-related services. We’re inspired by technology, motivated to serve, and growing fast with tremendous opportunity.

We reward all our staff with a highly completive salary of £20,765.92 as well as 22 days holiday plus bank holidays, wellbeing initiatives and excellent training & progression routes across the business.
- Progression & ongoing development in a global business
- £500 loyalty bonus
- Discounted cinema tickets
- A fully paid employee assistance programme
- A great team environment
- A brand new purpose-built call centre office facility
- Free access to the company gym
- Free onsite car parking
- The opportunity to earn an additional yearly bonus of 5% of your annual salary
- Social events as well as Christmas parties
- Employee referral program
- A great central location with access to public transport
- Life assurance
- Free refreshments onsite
- Canteen with a food delivery service available

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

**Salary**: £20,765.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- On-site parking
- Referral programme
- Wellness programmes
- Work from home
Schedule:

- 8 hour shift
- Monday to Friday
**Experience**:

- customer service: 2 years (required)
- Quality control: 1 year (required)
Reference ID: QC Likewize