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Quality Assessor

  • Location: Cardiff
  • Salary: 25000 per year
  • Job Type:Permanent

Posted 9 days ago

  • Sector: Customer Contact
  • Contact: Lucy Waddock
  • Expiry Date: 21 December 2022
  • Job Ref: LW/19804C

£25,000 + annual bonus

Full time / permanent

Monday-Friday 9am-5:30pm (hybrid working available)

Do you have background working in quality assurance?

Are you looking for a new venture working with a growing business that can offer you exciting career advancement opportunities?

This is a superb opportunity for you to join a growing and well established business that genuinely cares about its staff. This is a multiple award winning business that has a very customer focused approach, due to this, they have gained over 60,000 reviews on Trustpilot with 97% voting either 'great' or 'excellent'.

If you're looking to join a business where you will be valued for your hard work and given opportunities to progress, this is a great business for you to join

Quality Assessor Responsibilities:

• Assess customer contacts in line with the Quality Assurance Programme recognising areas of strength and identifying areas for improvement and/or corrective actions.

• Maintain accurate and concise monitoring output, enabling managers to effectively feedback to their agents.

• Identify any adverse call trends/call drivers and highlight these to the QA Team Leader and Operations Manager.

• Use MI to analyse and identify performance trends and gaps and discuss improvement plans with the relevant managers.

• Participate in calibration sessions to check understanding and maintain consistency across the team.

• Keep abreast of regulatory, procedural and/or product changes that may impact customer contact and have a bearing on the Quality Assurance Programme.

• Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company’s internal procedures.

• To manage sensitive business and employee information appropriately and confidentially.

• To act with integrity, due care, skill, and diligence.

• To be open and honest with our regulatory body.

• To pay due regard to the interest of customers and treat them fairly.

Quality Assessor Benefits:

• 32 days holiday (increasing with length of service)

• Pension contribution

• Excellent opportunity for progression

• Performance based bonus

• Paid training

• Healthcare plan

• Store discounts

• Christmas & Summer events

• Awards ceremonies

• EAP – Wellbeing programme

• Health cash plan

• Death in service x4 salary

• Performance related bonus

• Cycle to work

• Tech scheme

• Loyalty and reward scheme

Are you interested in knowing more about this Quality Assessor role?