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
* 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
* Work with MiPerform to continually develop their current offering
* 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.
* To comply with all DPA and GDPR guidelines, as well as ensuring all of our people are doing the same.
About You
* Enthusiastic and proactive and comfortable in taking the lead across cross functional departments at all levels
* Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements
* Put the customer at the heart of everything you do
* Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas
* Highly motivated, with the ability to work on own initiative and deliver to tight deadlines
* Passionate about what they do and about making a difference
* Ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
* Excellent communication skills, both verbal and written
* Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
* Excellent attention to detail
What's in it for you
* 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.
Flexibility statement
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.
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