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Customer Service Quality Assurance

Customer Service Quality Assurance

Job Title: Customer Service Quality Assurance
Contract Type: Permanent
Location: Romford
Industry: Administration and Office Support, Contact Centres
Reference: HQ00010912_1685620484
Contact Name: Michaela Bennett
Contact Email:
Job Published: 01 June 2023
Job Description

Quality Assurance Officer

Permanent

Romford

Competitive Salary!

A very exciting opportunity has arisen with my client based in Romford for a Quality Assurance Officer to join their growing team.

This is a small and friendly team in a company that is set for rapid growth, and would be the ideal role for a Quality Assurance candidate looking for a new challenge.

As a Quality Assurance Officer, you will ensure the Quality and Compliance of the internal and external contact teams in line with the contractual requirements from clients.

You will conduct quality assurance reviews in line with legislation, regulation, client requests and company policies.

This role requires a high level of attention to detail, as well as a focus and being able to work towards common goals as part of a team.

You will need to liaise with all areas of the business and clients to ensure the highest level of quality and service is always provided. You will also need to achieve all department and personal KPIs, to remain client/business focused always and to keep up to date with all business/legal changes.

Some of your duties will include:

*Completing a required amount of Field Visits/Telephony Call recording reviews on a weekly/monthly basis, as per clients and internal targets.

*Providing feedback and identifying any training requirements to Managers and Field Agents from the call listening on a weekly basis, whilst ensuring that any issues are identified.

*Reviewing the feedback from QA calls, identifying trends and report findings.

*Ensuring clients customers are treated in a fair and consistent manner.

*Recognising and escalating any matters that need immediate attention whilst constructively communicate findings.

In order to be successful in the role you will need:

*Previous experience in customer service and including experience with internal/external audits.

*Experience with compliant handling as well as being able to identify and analysis the root cause.

*Previous knowledge and experience of Data Protection and GDPR

*Excellent communication skills both written and verbal

*Ability to consistently identify mistakes and identify and improve in areas where needed.

*Strong analytical and problem solving skills.

*Strong interpersonal skills and ability to develop/maintain relationships.

*Highly competent in standard software packages and excellent IT skills

*Ability to achieve and maintain all KPI targets.

For a more in depth discussion of duties please get in touch as soon as possible.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.

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