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Quality Assurance Specialist

Salary £21,500 - £23,000
Location Leicester
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Learning & Development team are looking for a Quality Assurance Specialist to join the team on a full time 6 month secondment basis.

You will work with the Team Manager and agents to embed and maintain the businesses quality standards. 

Reporting on the results and analysing statistical data to celebrate success, minimise risk, drive accountability and promote the best practices of the business.

Championing the customer experience and the company values by working closely with the L&D and Operational Excellence teams to support process change.

What you will do...

  • Complete comprehensive Quality Assurance checks on calls, emails, cases, and invoices
  • Deliver first-hand coaching & support to agents across the business whilst maintaining a coaching tracker, following up on actions and measuring success.
  • Review Team Mangers performance through Check the checker validations
  • Celebrate QA success across the business
  • Identify trends, patterns and risks through call listening and observations
  • Share learnings with the L&D team to support ongoing business development and training programmes
  • Create and manage effective action plans in response to audit discoveries and compliance violations.
  • Develop and review company policies in conjunction with licensing teams and HR.
  • Advise management on the company’s compliance with laws and regulations through detailed reports.
  •  Regularly audit company procedures, practices, and documents to identify possible weaknesses or risks and produce reports to present back to the business
  • Manage the QA reporting tools on weekly basis.
  • Create and manage effective action plans in response to audit discoveries and compliance violations.
  • Support the business with being compliant with the DSAR process and providing calls in a timely manner.
  • Support business projects and audits that require in depth call analysis
  • Design & Deliver QA Inductions
  • Deliver Departmental QA Calibrations
  • Investigate Tariff queries and complaints to provide responses in a timely manner, liaising with key stakeholders when applicable
  • Continuously update and develop the QA training material
  • Answer QA queries through the Quality Assurance inbox
  • Administer relevant QA tools (e.g., Scorebuddy, MI Tool)
  • Cover the Senior Quality Assurance Manager in their absence.

What you will have...

  • Minimum of 2 years’ experience in a Customer Service role
  • Excellent knowledge of Microsoft Office including Excel & PowerPoint
  • Conducting Quality Assurance checks
  • Experience of Salesforce & Scorebuddy is desired
  • Experience of coaching and delivering feedback is desired
  • Strong time management skills

#IND1

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Brilliant
Pension

Refer a Friend Scheme (Earn Up To £500)

Cycle To
Work Scheme

Healthy
Food & Snacks

£120 Annual
Music Voucher

Perkbox Giving You Access To Over 4,000 Deals and Discounts

Casual
Dress Code

25 Days Holiday + Bank Holidays (Increases With Tenure)

Modern Office Space With Music Relaxation Areas

If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.

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