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Quality Assurance Officer Contact Centre

Quality Assurance Officer Contact Centre

Job Title: Quality Assurance Officer Contact Centre
Contract Type: Permanent
Location: Romford
Industry: Contact Centres
Reference: HQ558_1720603727
Contact Name: Naomi Gibbs
Contact Email:
Job Published: 10 July 2024
Job Description

Vibe Recruit's client are looking to appoint a Quality Assurance Officer on a full time, permanent contract.

This role is to ensure the Quality and Compliance of the internal and external contact teams are in line with the contractual Quality requirements from Clients.

Location: Romford

Salary: £24,000, rising to £26,000 following probation, plus pension, and life insurance

Key Responsibilities and Duties of a Quality Assurance Officer

  • Completion of telephony call recording reviews on a weekly/monthly basis, as per targets set.
  • Maintenance of a QA data spreadsheets and compilation of monthly/quarterly/annual MI
  • Provide feedback to Call Centre Supervisor, Area Managers and Field Agents from the call listening on a weekly basis
  • Developing training plans for all Agents
  • Update of Memo/Text Log to agents
  • Agent process Manuals for all clients to be developed/updated
  • Support other team members as and when required

Skills and Experience of a Quality Assurance Officer

  • Excellent attention to detail
  • Previous experience with 1 to 1 coaching
  • Excellent communication skills both written and verbal
  • Ability to build and develop relationships at all levels
  • Self-motivating, excellent interpersonal skills, ability to influence, prioritise effectively and work to tight deadlines

If you are an experienced Quality Assurance Officer and looking for your next career move, please upload your CV today or call Naomi on 07506 949615 for more information.

For more information, please contact Naomi on 07506 949615.

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

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