Job Title: Quality Controller (Contact Centre)Salary Range: £27,500 - £30,000 per annum (pro-rata for contract)Contract Duration: 4-6 weeks
Key Responsibilities:
* Listen to recorded or live customer calls to assess agent performance and adherence to quality standards.
* Evaluate calls based on predetermined criteria such as accuracy, professionalism, adherence to scripts, and compliance with regulatory requirements.
* Provide detailed feedback to agents regarding areas for improvement and best practices.
* Collaborate with team leaders and managers to address performance issues and develop action plans for improvement.
* Maintain accurate records of evaluations and performance metrics.
* Identify trends and patterns in customer interactions to recommend process improvements.
* Conduct regular calibration sessions with other quality controllers to ensure consistency in evaluation standards.
* Assist in the development and delivery of training programmes for contact centre agents.
Requirements:
1. Previous experience in a quality assurance or quality control role within a contact centre environment is highly desirable.
2. Excellent listening and analytical skills with a keen attention to detail.
3. Strong knowledge of contact centre operations and customer service best practices.
4. Familiarity...