Quality Analyst
il y a 2 jours
Belfast
Performance Improvement Coach – Quality Assurance PURPOSE OF THE JOB: The successful candidate will work with the Call Centre Managers, Team Leaders & Support Functions as a PIC in Quality, along with working in other areas within the support team as & when required. These areas include, but are not limited to, Supervising, being a Knowledge Expert, Cross Training, Escalations, supporting NET training. They will be responsible for the monitoring of, and providing feedback and coaching on, various transaction types. Roles & Responsibilities: • Conduct thorough quality assurance evaluations, • Evaluate the quality of the Customer Service Representatives on various LOBs, including, but not limited to, voice, emails, chat & OP, • Review, assess and identify coaching and training needs., • Deliver coaching and feedback to Customer Service Representatives highlighting strengths and areas for improvement to ensure quality, adherence and excellent customer service, • Use quality monitoring data management system to compile and track performance at centre, team and individual level, including trend analysis, • Develop quality improvement plans in collaboration with Team Leaders, Training & Managers, • Prepares internal and external quality reports for management staff review, • Conduct refreshers when required, • Be an active member of calibration process both internal & external, • Training new entrants in the quality aspect of their role(s), • Elements of Supervision are required within the role, • This list is not exhaustive, and the role will require other tasks and responsibilities to be undertaken when required The Person: • First and foremost, our Performance Improvements Coaches (Quality Assessors) are ambassadors for the HCL brand and role models for their colleagues, • Excellent communication skills, verbally and written, • Strong attention to detail and analytical thinking, • Ability to influence and persuade other people without direct authority, • Strong teamwork and collaborative attitude, • Initiative-taking and must excel in a minimally managed, high-profile position, • Adaptability, Flexibility, Confidence, and a Willingness to take ownership Essential Criteria: • Minimum 2 years’ customer service centre experience, • Minimum 1 year customer service centre experience within a Quality Assurance / Performance Improvement Coach Role, • Strong computer literacy including Microsoft Office Suite Desirable Criteria: (used in the event of high-volume applications) • 2+ years’ contact centre experience within a Quality Assurance / Performance Improvement Coach Role, • A Level or above (Or equivalent) Hours of Work: • 40 hours per week, • Core hours are Monday – Friday 8am-8pm & Saturday 8am-12noon, fully flexible to meet the demands of the role as operational hours may change due to business/client requirements, • Permanent contract Selection Process: Successful candidates must be able to complete and clear the below before an offer of employment can be made: • Telephonic Screening, • Face to face interview and assessment, • Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks