Quality Assessor - Glasgow, United Kingdom - Webhelp

Webhelp
Webhelp
Verified Company
Glasgow, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Business Support

Location

  • Glasgow, United Kingdom
    Language
  • English***
    Job Advert:If you've been waiting for an opportunity to grow your career then seize this moment. Opportunity awaits a diligent, highly organised and motivated Quality Assessor to advance your career with our team in Glasgow.


Join our fun-loving global community of more than 120,000 passionate people who work in over 60 countries delivering exceptional customer experiences for some of the world's leading brands.

Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.


In this fast paced, ever-changing environment, you will monitor calls effectively, strive for continuous customer excellence, provide accurate timely feedback and link in with the management teams to share your results.


Working as part of the wider Quality Team, you will support the delivery of industry legal requirements and customer experience results.

You will drive quality through a risk-based approach to ensure effective coaching, in line with company standards.


We're looking for someone who is diligent and highly organised, with a critical eye for detail as well as strong analytical and problem solving skills.

You should be able to work well under pressure, strive for excellence and remain driven towards success.


What you'll be doing

  • Calibrating evaluations, produce alignment measure and insight
  • Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
  • Driving local quality calibration plan
  • Conducting site calibration to ensure consistency across the business
  • Supporting calibration accreditation initiative
  • Supporting academy accreditation
  • Completing complaint investigation and transcript requests
  • Capturing continuous improvement opportunities and close loop through effective coaching
  • Producing actionable insight and recommendations

What you'll need

  • Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
  • High level of attention to detail when calibrating evaluations
  • Experience of the quality framework or working in a quality assured environment
  • Strong facilitation and coaching skills
  • Proven track record of achieving targets
  • Previous or current quality experience (Advantageous)
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.

After applying, you will be sent a link to complete a quick online chat.

We don't want you to miss out on the opportunity so please check all of folders for the link after applying.

Take this opportunity to advance your career with our collaborative team of game-changers today.
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