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    Quality & Performance Administrator - Stroud, Gloucestershire, United Kingdom - Ecotricity

    Ecotricity
    Ecotricity Stroud, Gloucestershire, United Kingdom

    2 weeks ago

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    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 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.

    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.
    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.

    Any additional ad-hoc tasks as requested by manager or head of department.

    Excellent computer literacy including Microsoft Office Packages
    Excellent attention to detail when performing quality assurance checks.
    Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
    Proficiency in using customer relationship management (CRM) software and quality assurance tools.

    Flexible and adaptable approach to work.

    Healthcare plan, life assurance and generous pension contribution
    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

    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.

    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.

    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 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.

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