Hybrid Recruit are actively recruiting for a Quality Assurance Specialist with experience working within a busy customer service/call centre.
The ideal Quality Assurance Specialist will have experience designing and developing internal scorecards that align with organisational goals and customer expectations.
Responsibilities of the Quality Assurance Specialist:
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Design, develop, and refine scorecards that align with organisational goals and customer expectations. Collaborating with team leaders and managers to incorporate feedback based on agent performance.
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Listening to recorded calls and assessing them against predefined quality standards and scorecards. Providing detailed feedback on agent performance, identifying trends in customer interaction, and highlighting strengths and areas for improvement.
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Listen and view Body Worn Video (BWV) of Enforcement Agent visits undertaken on behalf of the Group. Assessing against adherence to regulations (TCoG, GDPR), national standards (MOJ, ECB, CIVEA) , client specific requirements and internal predefined quality standards and scorecards.
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Review outbound responses generated by administrative teams for accuracy, professionalism, and adherence to communication guidelines. Providing constructive feedback to administrative teams to optimise communication strategies and improve overall effectiveness.
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Generate comprehensive reports summarising performance metrics. Presenting these findings to team leaders and managers, offering insights and recommendations for improvement. Collaborate with relevant stakeholders to track and analyse key performance indicators.
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Conduct regular meetings and training sessions to share insights, best practices, and updates on quality standards.
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Work closely with cross-functional teams to identify areas for improvement and implement strategies to enhance the overall customer experience.
Requirements of the Quality Assurance Specialist:
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Proven experience in Quality Assurance - preferably within a customer service or call centre environment.
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Strong analytical and problem-solving skills.
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Excellent communication and interpersonal skills.
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Detail-oriented with a focus on accuracy and consistency.
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Great time management and the ability to collaborate with other teams.
In return, the Quality Assurance Specialist will receive:
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Salary: £28,000 - £32,000 / Annum - DOE
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22 Days holiday + Bank Holiday
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Hybrid working – 1 day in the office at either the Northampton or Bradford office.
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Annual bonus up to 10%.
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Company Pension
Should you be interested in the Quality Assurance Specialist vacancy, please click “Apply Now!” with an up to date CV