Quality Assurance Advisor

Job Description

Our RoleAt Verastar, we dont just do jobs, we do careers. Weve got ambitious growth plans, and our people will grow with us. Well give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure,a diverse and inclusive workplace, and the control to drive your own career and shape your own opportunities.What youll be doingAs a Quality Assurance Advisor, you will work in conjunction with our customer facing teams to review and make recommendations for improvements to our customer interactions. Youll champion best practice in customer interactions and work collaborativelywith colleagues. This role will also include but not limited to:

• Review live and recorded customer calls, interrogate customer information systems and record findings via dedicated scorecards
• Provide high quality and relevant feedback to advisors, coaches and managers highlighting best practice and the areas for improvement
• Support with the identification and reporting of trends in quality performance, allowing the Team Managers and Team Coaches to make informed decisions that will improve overall call quality and performance
• Work closely with senior stakeholders to make recommendations for improvement initiatives based on QA findings
• Lead call calibrations sessions with wider teams which include advisors, coaches and managers
• Coach and develop Team Coaches in the delivery of effective call calibration sessions
• Ensure all activity is within regulatory standards, GDPR, compliance and quality policies
• Maintaining regulatory knowledge from the compliance team, complete CRM interrogation and call listening to identify and report on potential areas of compliance vulnerability, risk and conflicts of interest (Ombudsman, Ofgem, OFCOM etc)
• Produce a high level and detailed analysis of QA findings at colleague level that enables performance reviews
• Ensure consistent measures are used for quality assurance calibration and rating accuracy.
• Work with Team Managers to implement new ways of working to new scorecards or feedback processes
• Maintain and expert working knowledge of all Verastars services products and processes providing effective feedback, where required
• Complete all reports, system and CRM updates in a timely and accurate manner and to a high standard
• Create excellent working relationships across the Verastar colleague community
• Acts as a mentor to business wide advisors to educate and role model best practice in customer interactions
• Work with Team Coaches and L&D teams to recommend and implement learning modules addressing areas for improvement highlighted
• Share best practice with team members to help create a culture of high performance

What you need to have already done to be right for this role

• You should hold 2 years demonstratable experience in a quality assurance role within a similar industry role (Telecoms/Utilities)
• Experience of coaching and developing colleagues to improve their performance
• Experience working within a continuous improvement/data insight led role is desirable
• An in-depth knowledge of industry standards/expectations such as Ombudsman, OFCOM, OFGEM, SPSO rules etc
• Experience leading customer improvement feedback sessions with business stakeholders up to Team Manger level
• Demonstratable experience in applying QA frameworks and ways of working in the telecoms, water and/or energy industry
• Experience utilising customer information management systems

Skills, Qualifications, and other requirements

• Excellent written and verbal communications skills, with an ability to adapt communication styles to individual colleagues.
• High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work
• A genuine interest in your own development and learning needs, with the energy and desire to act autonomously to improve your performance and knowledge
• A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
• The drive, curiosity and determination to improve quality assurance processes and advisor performance

In return for your hard work, youll get

• Core benefits including pension contributions and life assurance
• Great discounts on 100s of high street and online stores
• 25 days holiday and the option to buy up to 5 days more
• Cycle to work and travel loans for people wanting a greener commute
• Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance

The important extras

• Amazing on-site facilities, such as free on-site gym, free parking, subsidised caf and to top it off an on-site subsided bar for after-work drinks, quiz nights and social events
• Hybrid working - option to work two days from home if you choose
• Opportunities to get involved in charity fundraising and volunteering days through our giving back movement
• Full time/Permanent contract of 37.5 hours per week
• Monday to Friday, No weekends and every bank holiday off

Where to find usOur newly refurbished HQ is based in the heart of Sale Moor Village next to Sale Water Park. Were only a stones throw away from the M60 and just a short 5-minute walk from the Airport Metro Link line and Sale Town Centre. We also have plenty of free on-sitecar parking as well as a bike locker if you choose to cycle in.What happens nextIf youre looking for a new challenge with great benefits at an award-winning company, then Verastar is the place for you. To be part of our continued success click Apply today to take the next step in your career.#LI-JC1#SP