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Quality Assurance Officer

Employer
Red Flag Recruitment
Location
Brighton, East Sussex
Salary
£17,000 - £20,000
Closing date
31 Jul 2019

View more

Sector
Business
Contract Type
Permanent
Hours
Full Time

Job Details

Experienced in top level customer service.

Able to coach and provide constructive feedback to agents.

Experience in call centre or customer service QA is an advantage.

Our client is seeking a Quality Assurance (QA) expert who can review, study and coach our customer service professionals with the end goal of improving the overall customer service experience.

This role will provide analytical insights on agent performance, agent satisfaction, case management and all other aspects of customer experience/escalations.

The QA role works closely with staff to understand processes in place and participates in discussions so that we can ensure we are efficiently providing the best possible customer service.

 

What would be your main duties and responsibilities?

  • Proactively monitor all areas of customer operation and suggest ways to improve the quality service.
  • Study and evaluate call recordings, claims and provide feedback via reporting.
  • Work closely with the team to provide feedback on call audits and standards, and assist with preparation of training requirements.
  • Conduct live call listening and side-by-side coaching when immediate training is needed.
  • Monitor quality levels on digital written communications as well such as emails to customers.
  • Monitor and enforce certain business compliance.
  • Identify and deliver continuous proactive business improvement practices in view of providing better customer service experiences.
  • Work with leadership team to build and implement training solutions in line with changing business needs.
  • Daily distribution or QA evaluation results/reports.

 

What experience are we after?

  • Minimum 1 years of call centre QA experience.
  • Sales/Customer Service or Complaints experience.
  • Experienced in producing meaningful reports that can assist with decision making.

 

What skills would make you a strong applicant?

  • Relevant level in MS Office (Excel, Word, PowerPoint, Access).
  • Strong data entry skills.
  • Able to produce evaluation reports fast with meaningful information.
  • Strong verbal and written communication skills.
  • Attention to detail.
  • Strong listening skills with ability to quickly pick up relevant positive and negative points.
  • Good time management experience.
  • Able to solve problems, make decisions and analyse situations.
  • Must be a team player.
  • Passion for customer service is a must.
  • Customer service coaching experience is an advantage.

Business hours Monday – Friday.

Annual salary starting from £17,000 with performance reviews and bonus available.

Apply below with a copy of your CV to Red Flag Recruitment for consideration.

Company

RED FLAG RECRUITMENT LTD. THE AGENCY YOU CALL WHEN YOU NEED TO MAKE AN IMPACT

FOR OUR CLIENTS

We want to be the best at helping employers achieve success through people.

At Red Flag Recruitment LTD. our company mission is simple: we help businesses hire great employees, allowing them to stay focused on their core business. Keeping staff talent motivated and driven to excellence requires a well-crafted recruitment strategy. This includes sourcing and management of a workforce that is goal-focused and scalable when needed. Red Flag Recruitment LTD. has the work-ready employees your company needs to thrive; whether you’re a small, medium or large business, a start-up, a PLC, or a government department. Get in touch and tell us how we can help. We can have the staff you need at your door in the timeframe you request.

FOR OUR JOBSEEKERS

We're experts at every stage of the candidate lifecycle.

At Red Flag Recruitment LTD. we are not only partners to our clients, but also our candidates. Our unique and specific recruitment support offering makes us experts in helping jobseekers secure work whether it be temporary or permanent employment. We assist candidates with each phase of their career. We understand that recruitment isn’t only about securing your next job, it’s about developing your career potential. We help jobseekers manage their professional lives and provide coaching, evaluations and ongoing support throughout.

Company info
Telephone
01273 666890
Location
Tower Point
44 North Road
Brighton
East Sussex
BN11YR
GB

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