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Quality Assurance Assessor

Quality Assurance Assessor

  • Location

    Cardiff

  • Sector:

    Office Support & HR

  • Job type:

    Permanent

  • Salary:

    Up to £28000.00 per annum

  • Contact:

    Chloe Thomas

  • Email:

    Chloe.Thomas@yolkrecruitment.com

  • Job ref:

    BBBH36086

  • Published:

    25 days ago

  • Expiry date:

    2024-06-10

  • Start date:

    ASAP

  • Consultant:

    ConsultantDrop

Quality Assurance Assessor

A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year.

This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like a change. It could also be someone who has worked in a call centre environment and would like to try something new.

You must have a great attention to detail for this position and the ability to speak and coach others when needed. Please see a full description below:

What you'll be doing -

  • Your primary responsibility will be to conduct contact monitoring assessments within the Contact Centre for both the Sales and Service Departments, ensuring compliance with the Quality Assurance Programme.
  • As an advocate for performance quality and a champion of excellence, you will provide clear and factual feedback to help agents enhance customer experiences and meet regulatory requirements.
  • You will ensure the accuracy of quality monitoring reports and promptly identify any potential risks to customers.

Key Responsibilities include -

  • Evaluate Customer Contacts: Conduct assessments in line with the Quality Assurance Programme, recognising strengths and identifying areas for improvement or corrective action.
  • Maintain Accurate Records: Ensure monitoring output is precise and concise, facilitating effective feedback from managers to agents.
  • Identify Call Trends: Detect adverse call trends or drivers and report these to the QA Team Leader and Operations Manager.
  • Analyse Performance Data: Use management information (MI) to spot performance trends and gaps, discussing improvement plans with relevant managers.
  • Participate in Calibration Sessions: Engage in sessions to ensure understanding and consistency across the team.
  • Stay Informed: Keep up-to-date with regulatory, procedural, and product changes that affect customer contact and the Quality Assurance Programme.
  • Highlight Regulatory Issues: Raise any issues that could impact regulatory compliance and the company's internal procedures.
  • Confidentiality: Handle sensitive business and employee information with care and confidentiality.
  • Integrity and Diligence: Act with integrity, due care, skill, and diligence.
  • Transparency: Be open and honest with the regulatory body.
  • Customer Fairness: Prioritise customers interests and treat them fairly.

This list of duties is not exhaustive and may be revised by Senior Management as needed.

Essentials Skills

  • Excellent written and verbal communication skills
  • Strong planning and organisational abilities
  • Enthusiastic about fostering people improvement
  • Ability to work effectively both in a team and independently
  • Interest in customer journeys and experiences
  • Proficiency in Microsoft Office, particularly Excel, is preferred
  • Previous experience as a Quality Assurance Assessor is preferred
  • Strong analytical and statistical skills

If you are interested please reach out and I can tell you more about the company!

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