Quality Assurance Specialist

The Learning & Development team are looking for a Quality Assurance Specialist to join the team on a full time 6 month secondment basis.

You will work with the Team Manager and agents to embed and maintain the businesses quality standards.

Reporting on the results and analysing statistical data to celebrate success, minimise risk, drive accountability and promote the best practices of the business.

Championing the customer experience and the company values by working closely with the L&D and Operational Excellence teams to support process change.

What you will do...

• Complete comprehensive Quality Assurance checks on calls, emails, cases, and invoices
• Deliver first-hand coaching & support to agents across the business whilst maintaining a coaching tracker, following up on actions and measuring success.
• Review Team Mangers performance through Check the checker validations
• Celebrate QA success across the business
• Identify trends, patterns and risks through call listening and observations
• Share learnings with the L&D team to support ongoing business development and training programmes
• Create and manage effective action plans in response to audit discoveries and compliance violations.
• Develop and review company policies in conjunction with licensing teams and HR.
• Advise management on the company’s compliance with laws and regulations through detailed reports.
• Regularly audit company procedures, practices, and documents to identify possible weaknesses or risks and produce reports to present back to the business
• Manage the QA reporting tools on weekly basis.
• Create and manage effective action plans in response to audit discoveries and compliance violations.
• Support the business with being compliant with the DSAR process and providing calls in a timely manner.
• Support business projects and audits that require in depth call analysis
• Design & Deliver QA Inductions
• Deliver Departmental QA Calibrations
• Investigate Tariff queries and complaints to provide responses in a timely manner, liaising with key stakeholders when applicable
• Continuously update and develop the QA training material
• Answer QA queries through the Quality Assurance inbox
• Administer relevant QA tools (e.g., Scorebuddy, MI Tool)
• Cover the Senior Quality Assurance Manager in their absence.

What you will have...

• Minimum of 2 years’ experience in a Customer Service role
• Excellent knowledge of Microsoft Office including Excel & PowerPoint
• Conducting Quality Assurance checks
• Experience of Salesforce & Scorebuddy is desired
• Experience of coaching and delivering feedback is desired
• Strong time management skills

#IND1