- Evaluate agent's performance based on established criteria, such as communication skills, product knowledge, and problem-solving abilities.
- Complete targeted number of quality checks per month by a certain deadline for our sales, CX and Microtricity teams in readiness for feedback to be delivered by line managers.
- Assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve a high standard of performance across the department.
- Develop and implement new quality assurance checks and standards for current and new processes.
- Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to company policies, procedures, and service standards.
- Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
- Collaborate with the B2B CX Leadership team to identify corrective actions and continuous improvement initiatives.
- Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
- Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.
- Support development of B2B Growth Plans.
- Any additional ad-hoc tasks as requested by manager or head of department.
- Understanding of energy industry (desirable)
- Excellent computer literacy including Microsoft Office Packages
- Proven experience in customer service
- Excellent attention to detail when performing quality assurance checks.
- Strong understanding of customer service principles, practices, and standards.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Detail-oriented with a focus on accuracy and precision in evaluating customer interactions.
- Ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
- Proficiency in using customer relationship management (CRM) software and quality assurance tools.
- Methodical, logical, and organized mentality.
- Efficient at managing own workloads.
- Is receptive to feedback and acts accordingly.
- Manages relationships effectively both internally and externally.
- Great problem solver solutions focused and resourceful.
- Committed to continual improvement.
- Engaging and motivating attitude and style.
- Exceptional team player who builds open and supportive relationships.
- Flexible and adaptable approach to work.
B2B Quality Administrator - Stroud, United Kingdom - Ecotricity
Description
Job Description
As we move into a rapid period of growth within the Ecotricity B2B arena, we are looking for a Quality Administrator to join our B2B Teams.
As the Quality Administrator, you will be responsible for assessing the accuracy and performance of both customer lead interaction and industry core tasks across the B2B and Microtricity department, to ensure a positive experience and adherence to company and industry standards.
You'll work closely with our B2B Leadership team, so strong stakeholder management and communication skills are a must.
You'll be responsible for providing detailed feedback relating to individual's performance and so your attention to detail will be of the highest standard.
You will play a vital role in maintaining high levels of customer satisfaction by evaluating performance and identifying improvement strategies through root cause analysis. Your attention to detail, analytical skills, and commitment to excellence will be essential to succeed in role.
Core Responsibilities...
About You
Knowledge Required:
Skill Set Required:
More About You...
About Us
What's in it for you...
Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, gym, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.