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Contact Centre Quality Specialist
Berkshire

About the Role

A new opportunity within a fantastic contact centre for a person with contact centre experience and an interest in call quality.

This role requires you to have current contact centre experience, understand how contact centres work and be able to report to managers what analytics mean.

About the Organisation:

Modern, trendy working environment, offering a social atmosphere within a leading mobile telecoms company. The company are experiencing fantastic growth, and really do offer that career progression you are looking for.

Main Responsibilities:

You will be responsible for listening to and recording calls, recording analytics and generating reports so the business understands where they can be making quality improvements to customer service.

By noticing trends and patterns in the data and reporting this to managers, you will be providing valuable insight that will ensure the customer service is the best.

Become a point of contact for understanding where customer service issues are arising, identifying repeating problems and helping to put together best practice.

Required Skills and Experience:


  • Experience within a contact centre
  • Ideally you will be currently involved with quality practices in a contact centre
  • Strong analytical skills and the ability to notice trends

For further information please call Lauren at Cactus Search on 01905 330792



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