About The Role
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. You will ensure our team creates positive customer experiences, completes work compliantly, and drives first contact resolution. Additionally, you'll ensure adherence to company processes and industry standards.
Core Responsibilities
1. Complete targeted quality checks for Customer Hub agents.
2. Provide feedback to agents on their quality scores, documenting insights within MiPerform.
3. Assist Team Leaders in coaching sessions to maintain high performance standards.
4. Develop and implement new quality assurance checks and standards.
5. Collaborate with MiPerform to enhance its offerings.
6. Monitor customer interactions in real-time or recorded to evaluate compliance and service standards.
7. Identify trends and areas for improvement through data analysis.
8. Ensure vulnerable customers are identified and signposted to support.
9. Document QA findings, recommendations, and actions for accountability.
10. Provide monthly analysis and reports to leadership on findings and improvements.
11. Stay informed on industry best practices and emerging customer service trends.
12. Perform ad-hoc duties as requested by leadership.
13. Ensure compliance with DPA and GDPR guidelines.
About You
1. Experience in the energy industry is essential.
2. Enthusiastic, proactive, and capable of leading cross-functional teams.
3. Curious with a problem-solving mindset and open to learning new methodologies.
4. Customer-centric approach.
5. Strong interpersonal and communication skills.
6. Motivated, autonomous, and deadline-oriented.
7. Passionate and committed to making a difference.
8. Ability to multitask in a fast-paced environment.
9. Excellent verbal and written communication skills.
10. Data analysis skills to interpret trends and inform decisions.
11. High attention to detail.
About Us
What’s in it for you
1. Healthcare, life assurance, and pension contributions.
2. Volunteering days.
3. Hybrid working arrangements.
4. Company discounts on various services.
5. 25 days holiday plus bank holidays, with buy/sell options.
6. Cycle to work, carpooling, and onsite parking.
As a valued team member, you will support our Group Environmental Policy and sustainability goals.
Flexibility Statement
The dynamic nature of our business means you may be asked to perform duties outside your original role to support our operations. This flexibility helps us adapt and utilize our resources effectively.
Ecotricity is Britain’s greenest energy company. Since 1995, we have pioneered renewable energy, building windmills, sun parks, and green gasmills in Britain. Our mission is to transform energy production and consumption by replacing fossil fuels with renewable sources.
We invest customer bills into renewable projects, including wind, solar, and green gas initiatives, and have achieved milestones like Britain’s first megawatt windmill and grid-scale sun park. We also support electric vehicle infrastructure, promote sustainable sports, and offer eco-friendly services. Ecotricity is committed to equality and diversity in the workplace.
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