Quality Specialist Contact Centre

Cactus Search
Leicester, UK
19 Jun 2019
20 Jun 2019
Contract Type
Full Time
An exciting opportunity has arisen for an experienced Quality Analyst to join our client in Leicestershire.

Job Responsibilities:

Support the Senior Manager with all aspects of Quality duties, to include:
  • Ensure timely completion of all allocated call evaluations and QA tasks within agreed limits
  • Assess agent adherence to the QA procedures and service standards, compliance with regulatory requirements, technical accuracy, and soft skills
  • Deliver coaching and feedback to the agents to achieve KPI's and SLA's
  • Document processes and procedures and proactively identify improvements to these, actively promoting Continuous Improvement
  • Deliver coaching and feedback to assessors and conduct weekly/fortnightly/monthly internal calibration sessions in line with BEST QA
  • Ensure timely completion of all allocated call evaluations within agreed limits
  • To work closely with other teams and departments to ensure consistency and best practice
  • Assist with answering appeals that come through to QA department, feedback common themes to Team Leaders to reduce disputes / appeals being raised
  • To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times
  • Assist the delivery of monthly controls checks and support the maintenance of process maps and user guides
  • Take part in root cause projects to identify trends and reduce error & complaint volumes
  • Demonstrate the company's values and appropriate behaviours
  • Proven exposure in a Quality Assurance environment
  • Experience of working in a contact centre environment
  • Experience of meeting targets and KPIs within a regulated environment
  • Experience of analysing data to produce internal & external reporting on a weekly / monthly / quarterly basis
  • Experience of adherence to BEST QA principles and methodologies
  • Experience of moderation activity

Please contact Matt Affron

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