Quality Controller - Manchester, United Kingdom - Bridge of Hope
Description
Job Title:
Quality Controller (Contact Centre)
Salary Range:
£27,500 - £30,000 per annum (pro-rata for contract)
Contract Duration: 4-6 weeks
Key Responsibilities:
- Listen to recorded or live customer calls to assess agent performance and adherence to quality standards.
- Evaluate calls based on predetermined criteria such as accuracy, professionalism, adherence to scripts, and compliance with regulatory requirements.
- Provide detailed feedback to agents regarding areas for improvement and best practices.
- Collaborate with team leaders and managers to address performance issues and develop action plans for improvement.
- Maintain accurate records of evaluations and performance metrics.
- Identify trends and patterns in customer interactions to recommend process improvements.
- Conduct regular calibration sessions with other quality controllers to ensure consistency in evaluation standards.
- Assist in the development and delivery of training programmes for contact centre agents.
Requirements:
- Previous experience in a quality assurance or quality control role within a contact centre environment is highly desirable.
- Excellent listening and analytical skills with a keen attention to detail.
- Strong knowledge of contact centre operations and customer service best practices.
- Familiarity with quality monitoring software and tools.
- Ability to provide constructive feedback in a professional manner.
- Effective communication skills, both verbal and written.
- Strong organisational skills and the ability to manage multiple tasks simultaneously.
- Flexibility to adapt to changing priorities and work effectively in a fastpaced environment.
- Understanding of relevant regulatory requirements and compliance standards (e.g., GDPR, PCI-DSS) is advantageous.
- Relevant certifications or qualifications in quality assurance or contact centre management are a plus.
Benefits:
- Competitive salary within the specified range.
- Opportunity to work with a dynamic and supportive team.
- Gain valuable experience in a fastpaced contact centre environment.
- Potential for future contract extensions or permanent employment opportunities.
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