01892 240 845


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Quality Auditor - Contact Centre

Job Category: PA, Administration & Customer Service
Job Title: Quality Auditor
Job Reference: 21215
Job Location: Croydon
Job Salary: 24,500K PA + 1K
Job Type: Permanent

To continuously monitor and measure the quality of Operations calls and files, providing feedback, and coaching where required. To mitigate both volume and content of complaints through the effective identification of issues impacting the quality of the customer experience. To support a customer centric service in Operations, which delivers outstanding customer experiences each and every day.

This position is based on a 35 hour week. However, the hours may vary in line with business needs.

Call Monitoring and File Reviews
Ensure calls are monitored and files are reviewed to highlight issues in order to improve the delivery of consistent levels of Quality service across all operational teams
Be responsible for retrospective/remote weekly call and file auditing.
Conduct ‘end-to-end’ file assessments to ensure we are focused on the entire customer journey.
Provide intensive feedback for all new co-ordinator staff over and above the Business as Usual audit requirement.
Conduct feedback meetings with the individual members of the Co-ordinator team in liaison with the relevant Team Manager.
Liaise with Team Managers in providing appropriate bespoke co-ordinator coaching on call handling/ file quality.
Utilise the appropriate resource to ensure individuals receive the relevant training or additional assistance to meet the business need.
Provide QA data upon request.

Well presented and in-line with working within a corporate environment

Educated to GCSE Level or equivalent
Educated to A'Level standard or equivalent
Certificate / diploma in customer service or related area

Specialist Skills & Knowledge
Evidence of experience within the following areas:
Appraisal of customer service calls preferably via some form of auditing
Customer Service experience
Facilitating business change
Intermediate knowledge of Excel
Ability to interpret and analyse data and identify trends
Ability to describe and understand the difference between good and outstanding customer service
Proven experience of working to and exceeding results driven deadlines
Proven ability to deal effectively with complaint investigation and providing positive solutions
A period of sustained experience within a people management role

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