·To monitor and assess Customer Account Manager calls against compliance requirements and ensure they provide an excellent customer experience.
·Follow the Call Audit Quality Assurance Policy.
·Monitor and assess customer account activity against compliance requirements.
·Follow the Quality Assurance Policy.
·Provide effective feedback and coaching to the Customer Account Managers
·Maintain a log of audits and document feedback and coaching sessions.
·Arrange and facilitate monthly calibration sessions with Customer Account Managers and Team Leaders.
·Champion high standards and excellent customer experience.
·Identify training needs through assessments.
·Provide monthly figures for reports on quality standards.As a Quality Assurance Officer you will be reporting to the Quality Assurance Manager, the successful candidate will work with internal colleagues to ensure that best practice standards are maintained. You will ensure that the output of the Customer Account Managers meets compliance and regulatory standards through regular auditing and coaching.If you are looking for a new challenge, an opportunity to grow with an innovative business or just interested in finding out more details, please get in touch with Louise and we can discuss this further.
This job was originally posted as www.totaljobs.com/job/75270856