Golf Travel Call Centre Quality Analyst, London, Salary to £24k
We are currently looking to recruit a Quality Analyst to manage and support the development of the quality of call and standards within this Golf Travel Call Centre. You will be ensuring that the quality of the Sales teams, customer contact calls are regularly and robustly assessed and that all staff have the capability to meet the contact centre's service standards and key performance indicators. Central London Location and offering a salary of £24k
Golf Travel Call Centre Quality Analyst Responsibilities:
Ensure an adequate level of QA is completed and documented across all active departments
Monitor calls via Remote, Live, side-by-side and recording platforms.
Regularly review current QA practices, processes and reports across all departments
Provide direct feedback to applicable staff with direction on how to improve
Collate, compose and manage the distribution and filing of formal QA reports
Host regular Quality meetings with the management team with analysis
Take full ownership for the Quality process, assessment forms, reports and related administration.
Golf Travel Call Centre Quality Analyst Requirements
A confident coach who can deliver clear, accurate and confident coaching/training off the back of your findings.
Self-motivated and innovative as you will be the one of the leads for all things Quality
Previous experience in a QA role in a Contact Centre / Sales environment is essential
Able to define 'quality' in contact centre and convert the results into tangible quality monitoring framework
Excellent attention to detail
Clear and sound written and verbal communication
Strong organisational skills
Highly Self-motivated with the ability to work well to targets
To be considered for this fantastic role or call Nick on
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