Role Purpose:
You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors' quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.
Job Description:
Maintain and develop internal/client quality standards.
Assess support interactions (calls, email, chat messages) based on established quality standards.
Accompany evaluations with meaningful and constructive feedback.
Discuss and explain feedback with agents in regular meetings.
Participate in calibration sessions to maintain consistency in internal evaluations.
Create/maintain/deliver reports that reflect agent performance.
Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.
Support operation with upskill sessions as and when required.
Attendance in new hire training sessions to provide insight into quality requirements.
Flexible and creative approach constantly looks for improvements.
Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
Manages time effectively and meet agreed deadlines.
Essential Skills
Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.
Experience of call monitoring, either as an agent or assessor
Excellent interpersonal skills, able to communicate effectively at all levels.
Excellent analytical/problem solving, communication and administration skills.
Brings insight and expertise to meet/exceed client quality expectations.
Consistently strives to exceed customer expectations in the area of quality performance objectives.
Computer literacy including working knowledge of word processing, database software applications and Internet.
Acts decisively, manages time effectively.
Flair for detail; organised and accurate.
Ability to work as part of a team or on own initiative
A professional manner with a positive attitude.
A committed team player with a flexible approach who is able to work in a fast paced environment
Desirable Skills: A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
Ability to demonstrate a high degree of customer service awareness
Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
Ability to train and develop staff
Core Behaviours:
To work with, Huntswood's employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they:
Bring Your "A" Game
Strive For Greater
Enable and empower all employees
Do the right thing
Own it
Deliver unbelievable service