Customer Service Quality Assurance Analyst
Checkatrade – Where reputation matters
Do you have a knack for nailing consistently high standards of customer service?
We have an exciting opportunity for a Customer Service Quality Assurance Analyst to work closely with our frontline customers facing teams. You’ll monitor quality standards and provide feedback for interactions with homeowners and trades alike. If you are a passionate about quality service and experienced in QA within Call Centre environment, then we have a fantastic job for you. This is an exciting opportunity to join a fast growing dot.com and a household name, renowned for the high standards we uphold! Sound good? Get in touch!
Location: Portsmouth, Hampshire. Hybrid working applies.
Where do you fit in?
Working as a part of a friendly QA team, you’ll play a pivotal role in driving consistency and quality of high standard of customer interactions. You’ll communicate our expectations to all teams and provide teams opportunities to give feedback and share insights. We’re free from scripted conversations and strong QA practises and consequent coaching, will ensure high levels of member and homeowner service across all our teams. You’ll monitor the performance of advisors, ensuring that each inquiry receives the excellent service that they’re used to. You’ll work to set benchmarks, driving consistency of practises to help advisors to perform at their best. You’ll work closely with team leaders, coaches and training to ensure collectively our quality standards are leading edge and in line with our brand image. You’ll also have an opportunity to use latest tech including speech analytics to support us on continuous improvement drive.
What’s in it for you?
- A forward thinking business on an exciting growth journey. We invest in our people and technology.
- A brilliant benefits package including paid birthday leave, discounts from a wide range of retailers, a healthcare cash plan and a scheme to help you buy the latest bikes or tech gadgets.
- You’ll be part of a growing dot.com company, that has a great culture and is really going places. As such you’ll have the chance to play a key role in our future, supported by lots of training and help to succeed.
- We work 35 hours per week. The QA Team currently work shifts Monday to Friday between 8am and 6pm.
We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.
What do you need to succeed?
- Previous experience as a Customer Service/Contact Centre Quality Assurance is a must. Awesome Customer Service skills are essential.
- You’ll have brilliant people skills - able to develop relationships throughout our business. Amazing IT and analysis skills are essential, along with the confidence to give honest feedback when things need to improve.
- You’ll be experienced at reporting on performance and monitoring industry trends. You’ll be super friendly and approachable, whilst being able to get things done.