Customer Service Quality Analyst -UK's Premier TVAuction Channel

Customer Service Quality Analyst - UK's Premier TV & Online Auction Channel
Acton
£20,000

Heads-up - Solid Contact Centre experience is essential. Previous Experience in QA/Coaching within Customer Service Industry would be advantageous

Department: Contact Centre
Reporting to:Service Team Manager

Customer Service Quality Analyst Overview:

This key role plays a major part in ensuring an excellent level of service to our customers by providing feedback, training and analysis to the offshore contact centre teams in their service delivery and output. The role will also provide support to other operational areas in the onshore contact centre teams and to the Service Team Manager.

Customer Service Quality Analyst Key Deliverables:

> Ensure the quality of service is maintained through QA monitoring of offshore agents, providing feedback, coaching and best practice scenarios.
> Providing constructive feedback and coaching to offshore QA through daily contact and frequent discussions.
> Coordinates weekly call calibration conference calls with offshore QA teams.
> Ensure the quality of service is maintained through the appropriate assessment of prospective new recruits via remote phone screenings and vocal assessments.
> Providing feedback and liaising with offshore training leads to ensure induction and additional training content is maintained and up-to-date with current processes.
> Providing professional assistance in the composition of new and updated scripts.
> Demonstrating a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working.
> Provide consultancy for offshore staff to competently manage customer complaints, along with management and resolution of high level customer complaints within a timely manner (as required).
> Promoting a customer care culture and positive working environment at all times.
> Generation of high level written correspondence for both external and internal use.
> To comply with the Data Protection Act at all times.
> Perform any other duties as required, commensurate to the position.

Customer Service Quality Analyst Skills and Experience:

> Solid Contact Centre Experience (essential)
> Previous Experience in QA/Coaching within Customer Service Industry (preferable)
> Excellent written and verbal communication skills on all levels
> A genuine desire to provide the best quality service to the customer by providing feedback and improving current processes
> Analytical mindset and great attention to detail
> Ability to remain calm under pressure, maintaining a friendly, patient and positive attitude
> Proactive and able to work on own initiative, without supervision
> Possesses professionalism and business acumen with commercial awareness
> Good knowledge of Microsoft Office packages

You may have worked in the following capacities:
Customer Support Executive, Contact Centre Support Advisor, Client Support Executive, Customer Care Representative.

Application Statement: By applying for this role you give express consent for us to process & submit (subject to required skills) your application to our client in conjunction with this vacancy only.

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