Call Centre Quality Assurance Analyst / £18000-£20000
Kelly Services are working in partnership with a buzzing call centre based in Sheffield! They are an organisation that tailor their services in a way that is both beneficial to their staff and bespoke to their clients. They have a close and attentive communication style within the team that is mirrored to their clients so they can be responsive. Our client's founder has over 20 year's experience in the industry, working his way up through the ranks. He has now set up this company as a boutique and tech-enabled contact centre.
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls and email responses to assess associates, technical accuracy, customer service performance, and conformity to company policies and procedures.
-This individual will assist in developing, creating and implementing call centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
-Participates in design of call monitoring formats and quality standards.
-Performs call monitoring and provides trend data to the management team.
-Uses quality monitoring data management system to compile and track performance at team and individual level.
-Performs monitoring of customer care email responses.
-Participates in customer and client listening programs to identify customer needs and expectations.
-Provides feedback to call centre team leaders and managers.
-Prepares and analyses internal and external quality reports for management staff review.
-2-3 years Call Centre experience in a similar role
-Excellent verbal, written and interpersonal communication skills
-Outstanding customer service skills and dedication to providing exceptional customer care
-Focus on quality and customer service
-Exceptional listening and analytical skills
-Must be proficient with Microsoft Office (intermediate Word, basic Excel);
Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement.
As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.