Quality Assurance Assistant


  • £18000 - £22000 per annum
  • Posted: 06/09/2017
  • Birmingham b2 5rs Birmingham
  • Job Ref: 041224620
  • Permanent

Job Details

A fantastic opportunity is available for a Quality Assurance Assistant to join a well established Energy provider in Birmingham City Center.

The role and responsibilities will be promoting and maintaining compliance and excellent quality of customer service across all forms of communications including inbound and outbound telephone calls , e mails and letter communications.
-Listening to calls to ensure that agents are adhering to current business score cards and processes.
-Audit a high volume of calls by using business score cards
-Document feedback and report accurately for the quality analyst to review
-Confident to deliver feedback on all disputed calls in a clear, effective professional manner via e mail, phone and side by side coaching
-Recommending process improvements, risk and ideas to improve efficiency and compliance across the business
-Being able to recognise and manage the complaints process in order to maintain and enhance the company brand and customer service reputation
-Able to adapt to change due to policy changes as per instruction from the Quality Assurance and Compliance Manager.

To be considered for this role you must have worked in a similar role within compliance in a contact centre.
-Understanding the importance of agreeing an end to end customer journey in a compliant and professional manner
-Excellent listening skills
-Competent of using microsoft excel
-Basic understanding of relevant industry regulation and the energy market
-An understanding of compliance and regulatory guidelines and how these should be evidenced in calls

The company are offering a salary of £18,000- £22,000 depending on experience, full time hours, modern offices, fantastic team environment.

Please click below to apply