Quality Assessor - Larbert, United Kingdom - Webhelp

Webhelp

Verified Company

Larbert, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Business Support

Location

Larbert, United Kingdom
Language

English***
Job Advert:
Are you focused on achieving consistent high service standards with a meticulous approach to your work? Can you identify opportunities for people and process improvement? Are you able to confidently coach others to deliver a great customer experience?

This could be your moment to shine as a Quality Assessor working on a vibrant campaign in Larbert.

You'll be required to provide quality monitoring and scoring of agent customer interactions using the agreed quality management system and monitoring form.

You will work in collaboration with the Operations Team to deliver targeted agent quality coaching, supporting quality improvement and adherence to standards.

We want someone who adopts the quality over quantity mindset but is still able to multitask and work well under pressure.

You'll need to be highly responsible, have a hawk's eye for detail and a can do attitude.

What you'll be doing

Performing quality monitoring and scoring of agent customer interactions
Delivering feedback and effective quality coaching to agents
Agreeing to and implementing SMART action plans
Understanding progress to plan and measure improvements
Conducting site calibration to ensure consistency across the business
Supporting calibration accreditation initiative and Academy accreditation
Capturing continuous improvement opportunities and close loop through effective coaching
Provide comprehensive reporting to Operations, along with detailed analysis, particularly around opportunities for process improvement or skills and training requirements
Producing actionable insight and recommendations

What you'll need

Experience working as a Quality Assessor or in a Quality Department using quality frameworks
Excellent communication, business writing, presentation, analytical and time management skills

Advanced computer literacy

MS Office
Minimum 6 months' experience in contact centre environment
Proven track record of delivering results and meeting customer expectations
Experience of delivering feedback and coaching
Ability to cope in a highpressure environment managing multiple tasks
Clear credit, criminal and disciplinary records
Applicants need to be in their current role for at least 6 months in order to be considered for this role

Each Webhelper brings a different energy, passion, a unique set of skills and talents.

This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.

Take this opportunity to join our collaborative team of game-changers today.

We'd love to get to know you better. After applying, you will be sent a link to complete a quick online chat. Take this opportunity to advance your career with our collaborative team of game-changers.