Quality Assurance Officer Contact Centre

Vibe Recruit's client are looking to appoint a Quality Assurance Officer on a full time, permanent contract.

This role is to ensure the Quality and Compliance of the internal and external contact teams are in line with the contractual Quality requirements from Clients.

Location: Romford

Salary: £24,000, rising to £26,000 following probation, plus pension, and life insurance

Key Responsibilities and Duties of a Quality Assurance Officer

Completion of telephony call recording reviews on a weekly/monthly basis, as per targets set.
Maintenance of a QA data spreadsheets and compilation of monthly/quarterly/annual MI
Provide feedback to Call Centre Supervisor, Area Managers and Field Agents from the call listening on a weekly basis
Developing training plans for all Agents
Update of Memo/Text Log to agents
Agent process Manuals for all clients to be developed/updated
Support other team members as and when required

Skills and Experience of a Quality Assurance Officer

Excellent attention to detail
Previous experience with 1 to 1 coaching
Excellent communication skills both written and verbal
Ability to build and develop relationships at all levels
Self-motivating, excellent interpersonal skills, ability to influence, prioritise effectively and work to tight deadlines

If you are an experienced Quality Assurance Officer and looking for your next career move, please upload your CV today or call Naomi on (phone number removed) for more information.

For more information, please contact Naomi on (phone number removed).

Vibe Recruit is acting as an Employment Agency in relation to this vacancy