A Fantastic Opportunity: Quality Assessor
To evaluate the customers’ experience as they interact with the customer Colleagues through inbound and outbound calls, email, chat, and social media responses etc and compare this against the Company’s standards of performance matrix and feedback the results
What you'll be doing:
-
Conduct quality assessments using the Quality Matrix across calls, cases, and webforms, providing timely, constructive feedback and clear improvement actions.
-
Deliver regular, supportive feedback to Customer Service colleagues to help enhance performance and improve the overall customer experience.
-
Lead by example, acting as a role model through live and retrospective call listening, identifying opportunities for development and celebrating success.
-
Share best practice across the team and recognise high performance in an inclusive and encouraging way.
-
Work in partnership with the Training Adviser to identify development needs, supporting both new starter and refresher training programmes.
-
Carry out audits to ensure compliance with EGS and relevant standards.
-
Complete case audits for General Enquiries and Complaints, ensuring accuracy, quality, and consistency.
-
Identify trends in processes and performance to inform training, coaching, and continuous improvement initiatives.
-
Review low CSAT scores through end-to-end investigations, providing timely and constructive feedback to Team Leaders and Customer Service colleagues.
-
Produce regular, accessible reports on quality performance, including actionable recommendations for improvement.
-
Participate in regular quality calibration sessions to maintain fairness, consistency, and alignment across the team.
-
Analyse customer sentiment data and investigate areas of low performance to support service improvements.
-
Collaborate closely with Customer Coaches, Training teams, and Team Leaders to ensure consistency and a shared approach across the contact centre.
-
Support the embedding of self-evaluation practices alongside Customer Coaches to encourage reflective learning and development.
-
Regularly review and improve quality assurance processes with Coaches and the Support Services Manager.
-
Provide flexible support with Team Manager rota requirements where needed.
-
Contribute to business continuity by supporting the Customer Contact Centre during incidents or peak demand periods (e.g. major events or service disruptions).
What you'll need:
-
Min of 4 GCSEs including English Language and Mathematics
-
Experience of customer related systems and processes preferred
-
Experience of a contact centre environment preferred
-
Experience of implementing changes to process and or systems desirable
The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.
What we’re offering:
We value your expertise, In return, you’ll receive:
-
An annual bonus scheme
-
25 days annual leave increasing with length of service
-
Private Healthcare
-
An employee rewards portal offering discounts on several well-known brands
-
A market-leading contributory pension scheme
-
Employee assistance programme
-
Opportunity for professional development through our L&D function.
Our Commitment to Inclusion
We’re proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.
