Company Overview
Chums Ltd is a privately owned, independent Mail Order Company based in a new 60,000 square feet unit. With over 30 years of experience in the industry, we specialize in providing quality clothing products directly to our customers through innovative marketing strategies.
Summary
The Contact Centre Quality Assurance (QA) Specialist is responsible for monitoring and evaluating the quality of customer interactions across all communication channels (phone, email, chat, etc.). This role ensures that customer service representatives adhere to company policies, procedures, and service standards, and provides actionable feedback to improve performance and enhance the customer experience.
To support the aims and objectives of Chums and its partners by delivering high quality customer service and support to the team through the monitoring of, and improvement in quality adherence in all customer related activity in line with agreed business procedures.
Responsibilities
* To manage the quality process for refund spot checks
* To manage quality for the Operation and pass findings to Team Leaders so that they can feedback to the agents
* To work closely with the Training Lead so that any findings from both spot checks and quality checks are managed through refresher training
* To proactively manage quality spot checks for the Contact Centre and partners
* To ensure quality spot check reports are completed and sent to CCM
* To proactively drive continuous improvement in refunds through feedback to CCM and Team Leaders
* To identify trends and areas for focus
* To attend and lead regular calibration sessions with operations team and partners to ensure standards are consistent
* To produce weekly and monthly quality reports complete with commentary within agreed timescales
* To support the operations team in the development of team and individuals performance through one to one coaching activities
* To maintain email templates to ensure accuracy and consistency
* To manage the quality checking processes to be used following process changes, Business updates and new agent training
* To support line management in projecting the positive contribution that quality management makes to the proper functioning of the business
* To demonstrate an effective knowledge of the policies and processes of Chums
* To develop best practice among a range of activities and to balance key performance indicators against quality of service and the customer experience
* To play a full and constructive role in taking responsibility for own self development
* Undertake ad-hoc project work when required
* To promote a positive and professional image of Chums to its partners and others at all times by adhering to Company policy and procedures.
This job description will be subject to review and may include any other duties or responsibilities as may be determined by the CCM and the business' needs.
If you are passionate about quality and eager to make a difference in the mail order retail industry, we invite you to apply and join our dynamic team at Chums Ltd
Job Types: Full-time, Permanent
Pay: £24,420.00-£27,000.00 per year
Benefits:
* Canteen
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
* Referral programme
Work Location: In person