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Quality Executive

TUI
Job LocationSwansea
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

TUI Business:TUI UK & IBand:6Location(s): United Kingdom | Swansea | SA1 5ED | Alexandra House Hours per week:37.5Type of contract:PermanentPermanent Joining the Contact Centre Team as a Quality Executive, you will be an expert of our destinations, products and procedures to respond to, resolve and service a range of customer contacts. You will put all customers at the heart of our business and constantlygo the extra smile by going all out to resolve any customer dissatisfaction to make us famous for service and create customers for life.TUI Group is the worlds number one integrated tourism business. We are building a single customer facing team across our airline, contact centre, overseas and retail service teams that will deliver a consistent, service to every single customer. Joiningus will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting multi-cultural united team.ABOUT THE JOB

  • Monitor, review and evaluate the quality of customer interactions in line with key quality measures across the Contact Centre.
  • Provide structured feedback on contact with our customers ensuring adherence to the quality measures
  • Making recommendations to guarantee our frontline teams create unforgettable holiday experiences for all our customers with their perosonality and professionalism.
  • Becoming an expert in all Contact Centre processes, policies and operational practices in order to provide feedback to key stakeholders on improvement that can enhance both customer and frontline team experiences.
  • Confidently investigate and resolve sensitive quality complaints and understand the escalation process to gain solutions.
  • Taking opportunities to assist with incidents and emergencies whilst always going the extra smile.
  • Attending regular meetings to discuss outputs from quality measures and agreeing action plans for continuous improvement ensuring that timelines agreed are achieved.
  • Participating in regular contact calibration session with both the team and key stakeholders giving insight into contact sentiment enabling the business to make informed decisions.
ABOUT YOU
  • Inspirational leader to motivate, coach and develop others across the contact centre
  • Ability to influence at all levels, immediate and wider business stakeholders, including outsourcers
  • Experience in optimising performance across contact centres and delivery channels,
  • Organised and detailed with excellent analysis, budgeting and presentation skills
  • Microsoft office packagesproficient in excel and data manipulation
HOME WORKING REQUIREMENTS
  • You will have a suitable space that allows you to work comfortably and away from general home activities
  • You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps
  • Be prepared to work onsite in our Swansea Contact Centrefor part of the week
ABOUT OUROFFER
  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional TUI time off
  • Health and Wellbeing support in five key areasFinancial, Health, Social, Community and Career<span style="font-fam

    • APPLY NOW

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