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Quality Assurance Specialist

About the Role

We are seeking an experienced Quality Assurance Specialist to join a rapidly growing and highly respected organisation based in Sheffield. This role with be responsible for first line monitoring of all aspects of the customer journey in line with regulation, industry codes and business requirements.  The role of Quality Assurance Officer is a key driver towards our continued goal of setting industry leading standards and being best in class.

Main Responsibilities

  • Monitor all aspects of the customer journey on a monthly basis and provide feedback on findings
  • Provide immediate feedback on any issues which may affect the business (NET promoter Scores)
  • Highlight any trends or business risks and put in place recommendations to reduce and mitigate these
  • Manage the quality assurance remediation log, ensuring remediation required is captured, sent to the relevant party, chased for resolution and closed off with appropriate evidence
  • Collate and compile monthly quality assurance reporting and MI
  • Work closely with all departments and external suppliers to build and develop working relationships

Required Skills and Experience:

  • QAS background in Contact Centre
  • Ability to work independently as well as in a team environment
  • Excellent communication skills – both verbal and written
  • Excellent attention to detail
  • High standards of organisation and preparation
  • Ability to use appropriate influencing styles to gain credibility
  • Competent in the use of MS office particularly Excel, Word and email

Contact Matt Affron 01905 330 794

constantly on the hunt for the best candidates