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Quality Assurance Advisor

Walsall, West Midlands

Closing date January 23rd 2019

Salary Quality Assurance Advisor

37.50 Hours

1 Position Available


To deliver a robust quality monitoring process for the transactions and customer service outputs delivered by the Echo off-shore operation. Conduct regular analysis, identify trends, process improvements, training needs and provide regular feedback and input into training plans. Provide reporting to Service Delivery Manager to evaluate effectiveness of off shore operation.

Key Responsibilities:

  • Assist in developing a quality monitoring framework and appropriate measures for each process/transaction delivered in the off shore operation
  • Evaluate a cross section of transactions against procedure/business rules and identify compliance / accuracy
  • Deliver written/verbal feedback to agents, coaches, managers
  • Deliver reporting/submit data and input into reporting to Service Delivery Manager at agent and team level
  • Prepare monthly Client Pack analysis and reporting
  • Swiftly highlight potential risks to SLA performance and support with evidence and solutions
  • Identify areas for improvement within both monitored processes and end to end processes
  • Monitor trends. Put checks in place to ensure improvements are implemented and embedded
  • Support internal and external audits
  • Be a strong team player driving the achievement of business performance targets. Willing to support the wider Echo team and to undertake additional duties as may be required

Experience and Skills:

  • Experience of working within a customer and quality focused role/organisation
  • Can demonstrate delivery of high quality transactions and customer correspondence
  • Highly organised with a methodical approach
  • Meticulous eye for detail
  • Assessing against a set criteria and standard, with ability to evolve assessment framework
  • Excellent verbal & written communication skills
  • Coaching and feedback skills
  • In depth knowledge of Rapid and SSW processes Occasion

Personal Characteristics:

  • Customer focussed
  • Organised and able to prioritise own and other’s work
  • Works efficiently
  • Proactive and ability to work on own initiative
  • Results focussed
  • Tenacious

Qualifications:

Educated to GCSE or equivalent level in English and Mathematics

To apply:

Please send your CV and covering letter to iwanttowork@echo-ms.com


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