Call Quality Assurance Coordinator - Customer Service

☞ SpareRoom

Ver: 103

Dia de atualização: 07-05-2024

Localização: Manchester North West

Categoria: Consultoria / Atendimento ao Cliente

Indústria:

Salário: £24,000 - £26,400 a year

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Conteúdo do emprego

The role:

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Reporting directly into the Customer Services Manager, the role of the Quality Assurance Coordinator will assist in monitoring and improving operational performance by tracking specific KPIs across all customer channels (telephone, live chat, email, social messaging etc.) across the department. This is an exciting new role and will allow you to have direct input into how the role is shaped within the department.
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Main responsibilities will include:

  • Monitor and appraise the quality of customer communications (inbound and outbound calls, email, live chat and social media) to assess and score customer service performance and accuracy to company policies and procedures.
  • Conduct call, email and chat evaluations on a daily basis for both our Customer Service and Site Moderation Teams.
  • Assist in developing, creating and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials to enhance the overall customer experience.
  • To provide support and help develop staff members through constructive feedback and support.
  • Deliver coaching/training to team members to improve customer service
  • Work closely with managers to ensure team KPIs are met each month
  • Participate in the design of monitoring formats and quality standards
  • Provide monthly feedback reports to managers
  • Help drive improvements in working practice for the department

Salary: £24,000

Monthly Bonus Scheme

The successful candidate will also be eligible for a monthly bonus scheme of up to £200, which will be based on monthly team performance (OTE £26,400 p/a)

Requirements

  • Must have experience in a similar role within a contact/call centre environment, for a minimum of 2-3 years
  • Must have experience in delivering coaching and training (a recognised coaching/training qualification would be beneficial but not essential)
  • Excellent verbal and written communication skills
  • Approachable with a positive and proactive outlook to engage with our team of advisors

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Please include a cover letter with your application. Applications without a cover letter will not be considered.

Job Type: Full-time

Salary: £24,000.00-£26,400.00 per year

Additional pay:

  • Bonus scheme

Benefits:

  • Additional leave
  • Bike to work scheme
  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Gym membership
  • Private medical insurance
  • Referral programme
  • Sick pay
  • Wellness programmes
  • Work from home

Schedule:

  • Monday to Friday

Application question(s):

  • Have you included a cover letter? Applications without a cover letter will not be considered.

Experience:

  • Quality assurance: 2 years (preferred)

Work remotely:

  • Temporarily due to COVID-19
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Data limite: 21-06-2024

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