Contract: 6-Month Secondment/FTC
Location: Nottingham (Support Office)
Closing date: 04/03/26
Recruitment Partner: Daniel White,
We have an exciting opportunity to join the Customer Support Centre Quality Team under the leadership of the Quality Assurance Manager.
Are you passionate about ensuring exceptional customer experiences? We're seeking a Quality Assurance Specialist to join the Customer Support Centre (CSC) to champion quality across our customer interactions.
This is a great opportunity for you to build on your stakeholder management skills (internally and externally), and to play a key part in shaping outstanding customer service and quality for the CSC
What you'll be doing
Your goal as a Quality Assessor is to maintain a high and consistent level of support quality across the CSC. It is your responsibility, regardless of the agent approached or the support channel used, to ensure that customers always get similarly excellent service. You'll be enthusiastic about the customer experience, relentlessly advocating for our customers and the execution of exceptional service. You will demonstrate all-around knowledge of Boots CSC KPI's, internal systems, processes, and policies across at least two core departments, Loyalty, Customer Care, Pharmacy) to ensure evaluation accuracy and enable effective coaching.
Key responsibilities
* Evaluate quality performance via all work streams.
* Accompany evaluations with meaningful and constructive feedback.
* One-to-one delivery of Quality Assurance evaluation results to advisors
* Track the number of Quality Assurance evaluations to ensure all advisors are in receipt of regular monitoring and feedback sessions in line with the quality directive.
* Analyse individual quality performance to identify any coaching or training requirements
* Create strategies to improve support and operational KPI's.
* Identify and escalate any risk to the business from a quality perspective.
* Liaise with the Quality Assurance Specialist, Team Leaders and Training Mentors
* Review and maintain Quality Assurance Scorecards, ensuring they're fit for purpose
* Review and maintain Knowledge Base articles, ensuring content is updated
* Review and maintain HTML Email Templates ensuring they're fit for purpose
* Additional projects and tasks to allow your creativity to flourish
What you'll need to have (our must-haves)
* Experienced customer service agent across a minimum of two core departments, Loyalty, Customer Care, Pharmacy)
* Completed Quality training and have experience of completing Quality Assessments.
* Experience in training and development & delivering coaching.
* Capable of delivering constructive feedback.
* Knowledge of goal-setting practices.
* Understanding of basic operation metrics and how support impacts those
* Problem-solving capabilities to create meaningful strategies to improve support quality.
* Collaborative across different teams and team members.
* Proficient in Microsoft Excel, CSC specific systems (CORS, Salesforce, Verint)
It would be great if you also have
* Hands-on experience in quality assurance
* Experience on the Floor Support line in the CSC or CSC Mentor experience
Rewards designed for you
* Boots Retirement Savings Plan
* Discretionary annual bonus
* Generous employee discounts
* Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
* Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
* Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.
About The Boots Group
The Boots Group is a trusted leader in healthcare, pharmacy and retail, operating across 11 countries - including the UK, Ireland, Thailand and Mexico. The Boots Group brands - including Boots, Boots Opticians, No7 Beauty Company, Farmacias Benavides and Alliance Healthcare - are trusted and well recognised healthcare and beauty businesses, serving millions of customers and patients every day in communities around the world. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.
What's next
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon.
Be brilliant with Boots.
Keywords
Quality, Assessor