Quality Assurance - London, United Kingdom - Comdata Group London

Comdata Group London

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Quality Assurance Manager

PMI

Job Title:
Quality Assurance Manager - Operations (includes B2C and B2B activity)

Clients:

PMI

Salary:
£25,000 - £27,000 per annum

Commission:
Monthly performance-related bonus up to 15% of monthly pay

Location:
Comdata Group UK, Docklands, London/hybrid.

(May require international travel when safe to do so.)

Hours:40 hours per week

Operational hours:
Monday to Friday 10am till 7pm

Main Purpose of Role

Comdata Group UK is pleased to offer this opportunity working on behalf of Phillip Morris International working with IQOS, promoting a world without smoke.

Far more than a leading cigarette company,
PMI are building a future on smoke-free products that are a much better choice than cigarette smoking.

Thanks to the imagination and perseverance of thousands of people, they have developed breakthrough products that are smoke-free enjoyable, and one day will replace cigarettes.

Our aim is that by end 2025, +1 million smokers would have switched to better, healthier alternatives to smoking in the UK.

As a
Quality Assurance Manager, you will be a key part of the team, ensuring that interactions with consumers and trade partners are of a high standard, compliant with relevant legislation, and in line with our values and tone of voice.

You will do this by monitoring interactions both in real-time and retrospectively against agreed criteria, and will help with defining and weighting those criteria to ensure the right behaviours are recognised.

You will work closely with the operational team to ensure that feedback is given to advisors in a way that is clear and logical, so that the advisor understands the reasons behind their assessment score and the areas for improvement.

Escalation of non-compliance that poses a threat to the consumer, the business or its reputation is critical, and you will need to be pro-active in alerting the correct stakeholders to any issues observed within an agreed framework.

Our
Quality Assessors are true ambassadors for the company, with a passion for what they do and for supporting our Consumers and
Trade Partners.

You will be a key member in the transition PML is leading from cigarettes to Reduced Risk Products while building a future on smoke-free products that are a much better choice than cigarette smoking.

Main responsibilities

Maintain and Develop a Comprehensive Knowledge of the Consumer, Retailer and trade programmes and supporting systems
Accurately assess interactions across all typologies - consumer inbound, consumer outbound, retailer and trade - using your detailed

1 knowledge of all programmes. Ensure that your assessments reflect any current campaigns or activities that may impact the type or content of the interaction. Work closely with Operations Manager, Trainer and Subject Matter experts to ensure that any changes to processes, products, campaigns or legislation are reflected in your QA assessments. Ensure you understand all IT systems used by advisors in order to assess accuracy of data entry and actions taken.

COMDATA GROUP UK
8 Harbour Exchange Square, London, E14 9HF

Build and maintain quality assurance assessment scorecards and reports within QA platform

2
chat, video). Adjust or modify scorecards based on changing business needs, campaigns or legislation (e.g. GDPR). Generate reports using the CPERF platform to an agreed frequency (daily, weekly, monthly). Work with Comdata's MIS team to develop these reports

Deliver QA training to colleagues, calibrate their assessments
Provide training to colleagues within the independent Comdata QA division to enable them to conduct assessments of IQOS interactions.

Identify, escalate and manage any non-compliance
Develop a detailed knowledge of all legislation relating to the programmes, including GDPR, PCI, and age verification. Use this knowledge to identify any non-compliance during assessments. Escalate any non-compliance liable to cause harm to the consumer, retailer,
PMI or

4
Comdata as quickly as possible to agreed stakeholders, detailing the issues observed and any recommended corrective action. Conduct wider investigation to the issue, at both advisor and workstream level.

Drive Consumer, Retailers / Trade partners Experience

As our advisors are the first point of contact with our consumers, retailers and trade partners, your assessments are key in ensuring that their interactions give a positive representation of the IQOS brand.

IQOS deploys the "WE CARE" Service Values and we believe the way we interact with our Retailers / Trade partners (HOW) is equally important with the solution we are coming to their requests (WHAT).

Your assessments should incorporate adherence to the WE CARE values and identify where the values are not upheld.

"We Care" stands for:

WELCOMING the consumers to the gateway of a new lifestyle o Our Agents are friendly, warm, and hospitable o Our Ag