Title: Quality Assurance Consultant Location: Dual Site - Swindon and 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.