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Quality Assurance Analyst

Motability
Job LocationHarlow
EducationNot Mentioned
Salary25,000 - 29,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Purpose of the roleCarry out quality assurance on our customer interactions to support staff in delivering an excellent customer experience. Champion a quality first culture that engages staff in a continuous learning journey, focusing on a first-class service for our beneficiaries.Key Accountabilities

  • Complete random sample quality reviews for all customer-facing staff in Charitable Operations, in line with our Quality Framework.
  • Accompany reviews with meaningful and constructive feedback that support staff in developing their skills.
  • Work with our coaches to facilitate implementation of this feedback.
  • Complete targeted quality reviews to better understand our customer interactions, for example, as a result of customer feedback.
  • Support our training team through the provision of quality reviews for new entrants during their training period.
  • Work collaboratively with coaches and trainers to identify and address trends.
  • Facilitate regular calibration sessions to maintain consistency.
  • Report on quality metrics and how the Quality and Coaching Team actions support KPIs.
  • Create reports that detail quality reviews, performance and trends.
  • Support the Quality and Coaching Team during periods of peak demand or absence.
Skills, Qualifications and ExperienceEssential:
  • Worked within a Contact Centre Quality or compliance role.
  • Experience of working in a in a high volume contact centre.
  • Experience in quality assurance, data analytics and reporting.
  • Excellent communicator, with a focus on solutions and positive messaging.
  • Excellent attention to detail, communication and documentation skills.
  • IT literate, with strong experience in Microsoft Office Suite and Quality Assurance tools
  • Able to manage heavy, complex workloads and priorities
  • Able to self-manage.
  • Able to cope in a fast paced environment, where priorities may change at short notice.
  • Demonstrate a desire to develop your own skills and experience for the benefit of the organisation and the customer.
Desirable:
  • Fast learner, who enjoys working in a Quality Assurance capacity.
  • Able to analyse and interpret data to identify trends.
  • Strong organisational and excellent planning skills.
Reporting lineReports to: Quality and Coaching Team ManagerResources, scale and scope of role, location and any travel factors:
  • The job holder will be a key representative of Motability and be expected to act as an ambassador for the organisation.
  • Attendance at exhibitions, off-site meetings, vehicle handovers and other similar company functions throughout the UK may be required, with occasional overnight stay.
WHAT MOTABILITY CAN OFFER YOUA career with Motability can offer you so much more than earning potential. We pride ourselves in offering some fantastic benefits and a culture to match, some of which includes;� Holiday - 26 Days + 8 Bank Holidays, increasing to 28 days after 5 years service Health and Wellbeing - We offer private health care with BUPA alongside an Employee Assistance Programme, eye tests, flu vaccinations, enhanced sick pay and discounted corporate gym membership. We take your physical AND Mental Health seriously, with ourdedicated mental health first aiders you will have support and understanding from your colleagues.� Family Friendly - We offer enhanced Parental Leave inclusive of Adoption Pay and we understand that families require flexibility, we provide time off for dependants, flexible working hours and the option to work from home. Life Assurance is 4 x your salary.� Diversity and Inclusion - We value everyones unique qualities and celebrate having a diverse and inclusive culture where everyone feels safe to be their authentic selves, no matter their age, ethnicity, religion, gender identity, sexual orientation,disability status, neurodiversity or otherwise. This is embedded in to our values and we celebrate our differences and create awareness throughout the year.� Celebrating Success - We love to recognise people that go above and beyond with our Spotlight Award as well as having team celebrations and social events throughout the year. Our culture - In the Motability office we "dress for our day", its an incredibly welcoming and inclusive environment where we look to support your career, we offer a mini bus service from Harlow Town centre and station for those using public transportto reach us and there are plenty of free hot beverages for when you arrive. Pension - Up to 15%, inclusive of a 10% non-contributory addition and Motability matching your contributions up to 5%We are a disability confident employer, feel free to make us aware of any reasonable adjustments you might need.Due to the number of applications we will only contact those candidates who are successful.

Keyskills :
Call CentreContact CentreCustomer ExperienceQuality AssuranceQuality Reviews

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