Overview
Quality Assurance Executive – Telematics. Location: Crewe. Working hours: Monday - Friday 8:30am – 5:00pm. Department: Radius Telematics Operations. The role focuses on delivering an excellent customer journey through robust audit checks to improve agent performance and enhance the customer experience.
Responsibilities
* Perform quality assurance audits in line with the Teleprotect framework across telephony, live chat, emails and cases.
* Provide accurate scoring and detailed feedback for all audits completed.
* Ensure service level standards are met by proactively managing workload and output.
* Achieve department KPI targets for quality, accuracy and productivity.
* Engage with key stakeholders in a professional manner.
* Maintain an in-depth knowledge of Telematics systems and processes to ensure accurate scoring.
* Host introduction sessions with new colleagues on the quality assurance process and scorecards.
* Continuously develop knowledge across the division to ensure high contingency cover.
* Provide regular and detailed reporting to key stakeholders on performance results.
* Escalate critical issues to appropriate departments and follow up to ensure timely resolution.
* Stay up to date with industry trends, telematics advancements, and product updates to provide accurate audits.
* Identify opportunities for employee coaching, process improvement and contribute to the enhancement of the customer experience.
Qualifications
* Proven experience in a quality assurance role.
* FCA experience would be beneficial but not essential.
* Strong communication skills.
* Proficiency across multiple platforms including telephony systems, Microsoft Office, and internal platforms.
* Excellent problem-solving skills with the ability to think analytically and provide effective solutions.
* Outstanding interpersonal skills with the ability to build rapport and positive relationships.
* Detail-oriented with strong organisational and multitasking abilities.
* Flexibility to work in a fast-paced environment and adapt to changing priorities.
* Team player and can-do attitude.
* Strong attention to detail and consistent accuracy.
* Good standard of literacy in written English.
Benefits
* 25 days holiday + bank holidays
* Annual salary review
* Pension plan
* Life assurance
* Employee fuel card scheme
* Electric Vehicle salary sacrifice scheme
* Employee assistance programme
* 24 hour wellness and healthcare assistance via Help@Hand by Unum
* Time off for fertility treatment and in the event of pregnancy loss
* Cycle to work scheme
Additional Information
Your impact on Radius will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions. Radius is an equal opportunities employer. We are committed to welcoming people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
Note To Recruitment Agencies
We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Quality Assurance
* Industries: Business Consulting and Services
Radius is an equal opportunities employer. We are committed to an inclusive and accessible recruitment process. If you require any adjustments or accommodations, please let us know.
#J-18808-Ljbffr