As a Quality Assurance Lead, your mission is to assess the performance of both customer led interactions and industry core tasks across the Customer Hub. To complete a targeted number of quality checks for our Customer Hub agents
To feedback to our agents on their quality score so that they understand what they did well and what their areas of improvement are, documenting this clearly within MiPerform
Assist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the department
Develop and implement new quality assurance checks and standards for current and new processes
Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standards
Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics
Ensure we are identifying vulnerable customers and having relevant conversations, and signposting them to the support we offer
Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency
Provide monthly analysis to Team Leaders, Head of and Director on findings and recommendations and measure the success of what is implemented
Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.
Any other ad-hoc duties as requested by Leadership & Management.
Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
Healthcare plan, life assurance and generous pension contribution
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) and ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of: grass.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.