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Quality Assurance Executive

Job Title: Quality Assurance Executive
Contract Type: Permanent
Location: Glasgow, Scotland
Industry:
Salary: Negotiable
Start Date: ASAP
REF: JA - QAE - 01_1495470674
Contact Name: John Anakwenze
Contact Email: john.anakwenze@projectpeople.com
Job Published: 3 months ago

Job Description

3 Fantastic Permanent positions open for Quality Assurance Executives to come on-board and work for a vibrant, reputable Telecommunications and internet services company based Glasgow, Scotland. This will be a Permanent position with a competitive salary and excellent benefits package on offer. There may be some travel required once a month to the clients other offices in either Maidenhead or India.

Ideal Background/skills & experience:

  • Telco exp, bank, utilities
  • Analytical, interpret data to stakeholders

Responsibilities:

  • Work closely with the Channels and Channel Partners to drive advisor, customer experience and compliance adherence to quality standards defined by my client
  • Capture insight through call listening, chat/email reading, customer survey analysis and feeding this back to the Partners for performance improvement
  • Be responsible for aligning/sharing insight in a multichannel/Omni channel environment
  • Convert observations into meaningful insight and lead/support experience improvement projects for their respective areas.
  • Liaise with Business stakeholders to ensure people, policy and process capability gaps are understood & improvement recommendations made.
  • Ensure any non-performance is backed by necessary action plans and this is tracked and maintained.

Role focus: Lead/Drive the activity to:

  • To drive the performance of the contact centre partners
  • Report partner performance to Internal - stakeholders
  • To manage the contact centre partners on voice and chat performance
  • To drive continuous improvement
  • Listen to around 35 - 40 calls a day, and report on call quality

Project People is acting as an Employment Agency in relation to this vacancy.