Customer Service Quality Assurance and Knowledge - London, United Kingdom - Page Personnel Public Sector & Not for profit

Page Personnel Public Sector & Not for profit

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Client Details

A leading G15 Housing Association are in need of a Customer Service Quality Assurance and Knowledge Analyst to join their team on a permanent basis.

Description

Key responsibilities:

Maintaining the knowledge base system and quality scorecard system including file library maintenance, link creation and integration with files stored on MS Teams. Maintaining and administering the user base including creating new users, providing basictraining and resetting accounts and passwords. Working with stakeholders to ensure accuracy of information and providing regular and adhoc reports on request.
Working with your line manager, R&P and Training to analyse data to develop quality action plans. Identify staff training need as based on quality feedback & results. Deliver training or coaching on areas of quality that require improvement.
Provide constructive feedback to Management and staff to actively and positively influence quality performance and business standards. Identifying areas of development and service improvement. Feedback Service Advisors to improve performance, supportingwith additional monitoring for new staff members and anyone on a PIP.

Profile

Experience of Contact Centre Environment and providing excellent Customer Service. Preferably in a housing association or collections environment. Minimum 6 months.
Proven ability to analyse data and convert to meaningful feedback through trend analysis and recommendation reporting.
Proven ability to influence quality performance
MS Office and reporting skills. In particular Excel.
Good presentation skills and ability to deliver training.

Job Offer