About The Role
As a Quality Assurance Lead, your mission is to assess the performance of customer interactions and core tasks across the Customer Hub, ensuring a positive customer experience, compliance, and first contact resolution.
Core Responsibilities
* Conduct quality checks for Customer Hub agents.
* Provide feedback on quality scores and document findings in MiPerform.
* Assist in coaching sessions to improve performance.
* Develop and implement quality assurance standards.
* Monitor customer interactions for compliance and standards.
* Analyze data to identify trends and areas for improvement.
* Ensure vulnerable customers are identified and supported.
* Document findings and recommendations.
* Provide monthly analysis and measure the impact of improvements.
* Stay updated on industry best practices and technologies.
* Perform ad-hoc duties as required.
* Comply with DPA and GDPR guidelines.
About You
* Enthusiastic, proactive, and a leader across departments.
* Curious, problem-solver, and eager to learn.
* Customer-focused approach.
* Strong interpersonal and communication skills.
* Motivated, independent, and deadline-driven.
* Passionate and impactful.
* Able to multitask in a fast-paced environment.
* Data interpretation and analytical skills.
* Attention to detail.
What's in it for you
* Healthcare, life assurance, pension.
* Hybrid working.
* Discounts and benefits.
* 25 days holiday plus bank holidays, with buy/sell options.
* Cycle to work, onsite parking.
Ecotricity supports sustainability and environmental goals.
Note: The job posted is active and not expired.
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