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Quality Assurer - Customer Service

Job Title: Quality Assurer - Customer Service
Contract Type: Permanent
Location: Glasgow
Industry:
Salary: Negotiable
REF: PP/QA/P/GP_1495195907
Contact Name: Glenn Parsons
Contact Email: glenn.parsons@projectpeople.com
Job Published: 4 months ago

Job Description

We are currently working with a Market leading brand to recruit a Quality Assurer - Customer Service to join their customer facing team and help look in to and maintain relationships with Contact Centre partners.

The position of Quality Assurer - Customer Service will:

  • Work closely with the Channels and Channel Partners to drive advisor, customer experience and compliance adherence to quality standards defined by Three
  • Capture insight through call listening, chat/email reading, customer survey analysis then feed this back to the Partners for potential improvement
  • Have responsibility for aligning/sharing insight in a multi-channel environment
  • Translate 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.

The position of Quality Assurer - Customer Service will provide an excellent opportunity with regard to progression also - With future opportunities to step up in to

To apply for the position of Quality Assurer - Customer Service please send your CV to glenn.parsons@projectpeople.com

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