Quality Assurance (Contact Centre)
Preston

About the Role

An exciting opportunity has arisen for an experienced Quality Analyst to join a well known business in Preston - North West. 

Quality Analyst will look to Call quality - customer experience through the Contact Centre such that the contact centre offers the best satisfaction and delivers a more friendly, professional and responsive service.

KEY RESPONSIBILITIES & ACCOUNTABILITIES:   

  • Ensure the customer experience meets and, where possible, exceeds customer requirements and is fulfilled through qualitative review of the operation and its impact on customers
  • Management and delivery of the Quality Assurance & Customer Outcome Framework, ensuring adequate assessments of Agent competency whilst the delivery of appropriate outcomes to customers.
  • Represent the Voice of the Customer into the contact centre and use customer insight data to drive customer experience improvements into the clients contact centre 
  • Represent the voice of the Company back into the client to recommend improvements to customer experience


BEHAVIOURAL COMPETENCIES:


  • Customer focused
  • Results orientated
  • Strong stakeholder/ client management
  • Problem solving/solution focused
  • Proactive driver of contact centre quality framework      
  • FS industry experience
  • Financial services regulatory knowledge               
  • Outsourcing experience
  • Experience in Quality Assurance and Customer Outcome Framework
  • Experience of customer satisfaction & loyalty development

Please contact Matt Affron 01905 330 794.

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