Quality Assurance Specialist

Job Location	Huncoat
Education	Not Mentioned
Salary	20,000 - 30,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time or part-time

Job Description

Quality Assurance Specialist - Huncoat Contact Centre - Carrying out quality assessment on all customer contacts, identifying common trends and providing suggestions of better ways of working to improve the customer experience.AboutBensons for Beds Were Bensons for Beds! We put Sleep Wellness at the heart of everything we do. With 100 years of experience in sourcing the best quality beds, frames and mattresses, at Bensons we understand how to design the perfect, tailored sleep experience. We have170+ locations and employ c 1800 colleagues. Under new ownership of Alteri Investors we have an ambitious 3 year plan to grow the business further and achieve our mission. The Role - Quality Assurance Specialist We are currently looking for an experienced Quality Assurance Specialist to join our Customer Care team.The purpose of the role is to carry out quality assessments on all customer contacts in a neutral and non-emotive manner. From this, you will identify any common trends in the contact centre and provide suggestions of better ways of working to improve theoverall customer experience and satisfaction rates.Daily responsibilities include:

Deliver service excellence within the customer contact journey
Provide open and honest feedback to our advisors in a clear and confident manner
Complete management reports, providing feedback on trends to help reduce repeat colleague contacts and high-level complaints
Communicate with stores, distribution centres and suppliers regarding required information and changes to procedures
Achieve targets and KPIs as set by the Customer Service Managers
As a member of the Customer Service team, provide support for other areas within the department, when required

Skills neededWe are looking for a Quality Assurance Specialist with the following skills, experience and attributes to be successful in this role:

Customer Service / Contact Centre experience is essential
Complaint handling experience is highly desirable
Ability to use a number of Microsoft Office packages inc. Excel and Outlook
Ability to problem solve in a innovate manner
Ability to work with a great deal of autonomy and demonstrate own initiative
A strong team player who can work and communicate effectively with a diverse team

Our Benefits! In return for your contribution to the teams performance, we offer a competitive base salary plus all these extra benefits:

*Employee discount scheme for Bensons products
*Perks discounts from numerous high street and online retailers and service providers to save you money on your everyday purchases and bigger expenses such as holidays and travel, electrical goods, motoring and leisure products etc.
*Pension schemeprovided by Legal & General
*Healthshield cashback options for Health and wellbeing services (dental, optical, virtual GP, other hospital services and more)
Access to Retail Trust services (guidance and support on retail issues, mental health, wellbeing & financial topics)
Learning and development programmes to gain new knowledge and skills
Career progressionaccess to internal opportunities to build your career within Bensons for Beds
*Long service awards and Love to Shop voucher rewards to spend as you like
28 days holiday, rising to 31 after 2 years service

(*qualifying periods apply) Apply now! If you love working with a great team, engaging with a variety of challenges, growing your skills and developing new ones then click now to apply to join us!There is a brief online application process to complete, to tell us about yourself, answer some questions and confirm your eligibility. Well reply to you asap!

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