Salary Details: up to £17,000
The Quality Assurance Analyst is responsible for reviewing and auditing customer contact via our Contact Centre Advisors and our Field Resolution Officers, using call recording software and Voice Agent Recording Software (VARS). Responsibilities will also include the design, implementation, collation, review and investigation of customer survey responses.
You will be responsible for identifying areas of service improvements, developing programs that will improve the overall quality of the customer's experience when interacting with our representatives. This will also include promoting and recognising best practice in line with regulatory requirements and operating guidelines including adherence with DPA, FCA, CSA, TCF, OFCOM, OFGEM, OFWAT.
You will also monitor the result of any recommendations and implemented changes.
Key elements of the role:
* Answer and deal with telephone calls and emails calls from all field agents
* Maintain open communication channels with the field to discuss allocation requirements
* Manage pre allocation checks, to ensure field agents have worked holdings to a level that meets all visit requirements and parameters
* Allocate work to field agent following allocation process
* Review allocation pool to ensure cases are not stagnating, or outside of SLA timeframes.
* Review allocation pool to ensure cases are moving through the required field strategy in line with
* Clients SLA requirements.
The ideal candidate will have:
* Previous experience in customer service and / or business process
* A proven working knowledge of operational requirements surrounding DPA, FCA, CSA, TCF, OFCOM, OFGEM, OFWAT.
* Excellent written, verbal, analytical and communication skills.
* Experience in coaching and training individuals or groups is essential
* Ability to negotiate and drive change across organisational areas and influence others outside of own work group
* Be self-motivated and well organised
* Ability to be able to build relationships at all levels.
* Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
We work: 35 hours per week
In return for your hard work you will receive:
* 20 days annual leave plus bank holidays
* Competitive salary
* Training and Development
* Pension scheme
* Death in service
* Free parking
Interested? Apply now

Apply Now