Sorry, this advert is now closed. Click here to view our live vacancies.

Quality Assurance Consultant - Bristol

Customer Service - Customer Service
Ref: 235 Date Posted: Thursday 23 May 2019

Title: Quality Assurance Consultant

Location: Bristol

 

Role Summary:

ContactCORP are currently recruiting for a Quality Assurance Consultant on behalf of our client. The purpose of the role is to be responsible for real-time quality monitoring of sales and non-sales interactions and provide detailed reporting on Quality, Compliance, and Insight. Working in line with the company’s continuous improvement strategy.

 

  • Carry out quality checks in line with the agreed standards and checklists and provide feedback on the results in the agreed format
  • Monitor calls to ensure the Consultants are meeting the required quality standards, providing support and guidance where opportunities are identified
  • Commit to the on-going evolution of our quality assurance and training & competency frameworks through demonstrable challenge, review and enhancements made
  • Ensure that quality assurance results are used to provide effective, documented coaching & feedback by the relevant teams
  • To ensure governance is being adhered to in relation to FCA; DPA; PCI Compliance; Ofcom; TCF
  • On FCA Regulated campaigns, complete the Regulatory testing
  • Participate in skill sessions and provide coaching, support, and feedback as required by campaign
  • Complete work within the timeframes provided
  • To record all feedback accurately and send on to the Team Leaders to deliver to the Consultants
  • Identify opportunities to build customer relationships and provide excellent customer service, with positive customer outcomes
  • Promote a culture of continuous improvement
  • To work as a support function for campaigns and take part in team meetings or buzz sessions if required
  • Participate in call calibration sessions with the consultants or the client
  • Report on insight and Trend analysis as required by campaign
  • Monitor Complaint/Cancellation calls and report on findings
  • Provide 121 calibration support to Consultants on performance plans
  • Campaign specific Tasks (transcripts/tele-verifications)
  • Escalate any risks/breaches on the campaign
  • Responsible for individual performance

 

Skills/Knowledge/Experience:

  • Experience of being able to analyse and manipulate data in tools such as Excel and Access.
  • Strong data management skills.
  • Excellent Excel skills. Customer focused    
  • Excellent listening and communication skills.
  • Experience within Sales Contact centre and Quality Assurance exposure required.

 

 

Your Employee Package:

  • Salary: £18,000 - £20,000 DOE
  • Contract: Permanent, Full Time – 37.5 hours per week - Working hours:

 

ContactCORP are acting as an employment agency in regards to this role.