Quality Assurance Executive

Quality Assurance Executive

Salary: £23,000-£25,000 DOE + Bonus Hours: Full Time 37hrs per week Location: Remote Working with 1-2 days a week in our Northampton Office. Contract: Permanent

OnlineDIRECT provides intermediary, business and technology services for B2B brokers to access the energy market. Over the last 25 years, we have evolved our offerings to support energy brokers establish and sustain long-term, successful businesses in the industry.

We pride ourselves on our family-like culture, emphasising shared values, team spirit and a commitment to excellence. These cultural attributes play a significant role in shaping our company and our reputation as the UK’s leading energy sales solution provider.

As our Quality Assurance Executive, you will play a crucial role in ensuring the quality and compliance of business energy contracts whilst ensuring excellent customer service. Working with support in the Quality Assurance Team, you will have sole responsibility for owning the audit calls, carrying out a number of tasks to maintain and enhance the quality of our services.

Role Details:

• Perform quality checks on audit calls for new and established brokers and internal sales teams
• Execute a target number of specialist audit calls on a daily basis, both pre and post sales, including verbal and electronic signature monitoring
• Ensure quality and compliance in contracts sent to suppliers
• Offer constructive feedback to Account Managers and the Head of Sales
• Utilise Excel to identify and monitor trends and quality risks
• Act as a resource regarding quality concerns or issues
• Collate accurate information for sharing with critical stakeholders as required
• Maintain the audit call database and provide reporting to the Quality Assurance Team.
• Work closely with the Complaints Handler and Compliance Manager
• Serve as a resource to staff regarding quality concerns
• Build strong working relationships with the Account Management teams and Broker Support team

Candidate Requirements:

• Previous experience in a customer service environment essential
• Passion for delivering outstanding customer service
• Confident in your approach with a professional telephone manner
• Excellent written and verbal communication skills
• Listening, analytical and attention-to-detail skills
• Extremely organised and efficient in managing high workloads and changing priorities
• Ability to work effectively within a team and independently
• Confident approach in liaising and working with managers, suggesting changes and proposing new ideas
• Good working knowledge of Microsoft and experience with in-house database systems
• Previous experience working in Utilities industry would be advantageous.

Benefits

OnlineDIRECT offer a range of benefits, contributing to a well-rounded compensation package that includes financial incentives, career development opportunities and various perks designed to enhance employees quality of life and wellbeing. Here's a breakdown:

• Competitive Salary + Bonus
• Career Development & Ongoing Training
• 25 days annual leave, in addition to bank holidays. There’s also an option to purchase additional days
• Dedicated Volunteering day
• Company Pension
• Cycle to Work Scheme
• Employee Reward Schemes
• Team Incentive Days
• Death In Service (DIS)
• Health Cash Plan
• Employee Assistance Program (EAP)
• Early Friday Finish