Quality Controller

**Quality Controller**

**Crewe, Cheshire**

**22643.42 per annum**

We are looking for an experienced Quality Controller to join our team here in Crewe, Cheshire. If you have experience of working within a contact centre environment and you are looking for career progresson, this could be the role for you.

**Who are we?**

We are a tech protection and support company.

Trusted by the world’s best brands, banks, carriers and retailers, we resolve all of our customer’s tech problems painlessly and with the highest levels of care.

We support the entire lifetime of the device, from supply, on-boarding, to insurance, premium tech support, repairs or replacements, trade-ins and renewals.

**About the role**:
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 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 center’s 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.

**You will also be responsible for**:

- Completing 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.
- Collating and recording 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.
- Monitoring 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.

**You will need to have experience of**:

- Working within a contact centre and have 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.

**What is on offer?**

Here at Likewize we offer a competitive salary along with an array of perks and benefits to our employees.

See below a selection of the perks & Benefits that you would receive as a Likewize employee.
- Progression & ongoing development in a global business
- Health Cash Plan, covering Dental, Optical, Prescriptions, Health & Wellbeing, Maternity Antenatal appointments & adoption
- Access to a GP at any time with prescriptions delivered to your home or work
- Enhanced Maternity, Paternity & Adoption
- My Perks that have hundreds of offers available with exclusive discounts and cashback on purchases
- 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

We look forward to welcoming successful applicants to the Likewize family.
- **Ensure Fairness & Embrace Differences**_
- We believe in fairness - so much so that Fair is one of our core values. To us, fair means being straight up and honest, and impartial and appropriate in our interactions; it means that we embrace diversity and are respectful and inclusive to everyone._
- We know being diverse and inclusive goes beyond fairness. In fact, its fundamental to how we win. It takes all of us, with all our different points of view and experiences, to deliver for Likewize. Together we are committed to creating a work environment where differences are celebrated - and are essential to our success._

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

**Salary**: £22,643.42 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Referral programme
- Wellness programme

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Contact Centre: 1 year (required)

Work Location: One location

Reference ID: Quality Controller Likewize