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    Quality Assurance Assessor - Cardiff, United Kingdom - Yolk Recruitment Ltd

    Yolk Recruitment Ltd
    Yolk Recruitment Ltd Cardiff, United Kingdom

    3 weeks ago

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    Description

    Quality Assurance Assessor

    A Quality Assurance Assessor position has become available based in the centre of Cardiff The role is with an award-winning insurance company who are on a huge growth journey this year.

    This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like a change. It could also be someone who has worked in a call centre environment and would like to try something new.

    You must have a great attention to detail for this position and the ability to speak and coach others when needed. Please see a full description below:

    What you'll be doing -

    • Your primary responsibility will be to conduct contact monitoring assessments within the Contact Centre for both the Sales and Service Departments, ensuring compliance with the Quality Assurance Programme.
    • As an advocate for performance quality and a champion of excellence, you will provide clear and factual feedback to help agents enhance customer experiences and meet regulatory requirements.
    • You will ensure the accuracy of quality monitoring reports and promptly identify any potential risks to customers.

    Key Responsibilities include -

    • Evaluate Customer Contacts: Conduct assessments in line with the Quality Assurance Programme, recognising strengths and identifying areas for improvement or corrective action.
    • Maintain Accurate Records: Ensure monitoring output is precise and concise, facilitating effective feedback from managers to agents.
    • Identify Call Trends: Detect adverse call trends or drivers and report these to the QA Team Leader and Operations Manager.
    • Analyse Performance Data: Use management information (MI) to spot performance trends and gaps, discussing improvement plans with relevant managers.
    • Participate in Calibration Sessions: Engage in sessions to ensure understanding and consistency across the team.
    • Stay Informed: Keep up-to-date with regulatory, procedural, and product changes that affect customer contact and the Quality Assurance Programme.
    • Highlight Regulatory Issues : Raise any issues that could impact regulatory compliance and the company's internal procedures.
    • Confidentiality: Handle sensitive business and employee information with care and confidentiality.
    • Integrity and Diligence: Act with integrity, due care, skill, and diligence.
    • Transparency: Be open and honest with the regulatory body.
    • Customer Fairness: Prioritise customers interests and treat them fairly.

    This list of duties is not exhaustive and may be revised by Senior Management as needed.

    Essentials Skills

    • Excellent written and verbal communication skills
    • Strong planning and organisational abilities
    • Enthusiastic about fostering people improvement
    • Ability to work effectively both in a team and independently
    • Interest in customer journeys and experiences
    • Proficiency in Microsoft Office, particularly Excel, is preferred
    • Previous experience as a Quality Assurance Assessor is preferred
    • Strong analytical and statistical skills

    If you are interested please reach out and I can tell you more about the company

    #J-18808-Ljbffr
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