Job Description
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. Ensuring our people create a positive experience for customers, complete work compliantly and to drive first contact resolution, ensuring that our people are adhering to company processes and industry standards.
Core Responsibilities
1. To complete a targeted number of quality checks for our Customer Hub agents
2. 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
3. Assist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the department
4. Develop and implement new quality assurance checks and standards for current and new processes
5. Work with MiPerform to continually develop their current offering
6. Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standards
7. Identify trends, patterns, and areas for improvement through analysis of customer service data and quality ass...