Call Quality Assurance Analyst
A successful telecommunications business in the Burnley area has approached Hays Office Support seeing a Call Quality Assurance Analyst to join their well established business. Within this department customer service representatives will be handling calls relating to new customer signups, billing queries, account product queries, complaints, technical support and general enquiries.
The call centre quality assurance teams are responsible for setting quality standards for incoming and outgoing calls. In the majority of cases, these purely apply to the customer service representatives and not necessarily management teams. Standards set include how the call is answered, how well the agent engaged the customer, what available resources the agent used, whether the issue was resolved and how the agent closes the call. The creation of scripts for agents is also a part of this role.
On a daily basis you will be ensuring customer data is handled appropriately, setting of standards, instigating training needs analysis and ensuring customer feedback surveys are dispatched. You will also be monitoring and analysing the calls from previous days, linking customer surveys to calls monitored, production of reports and reporting results to senior management.
The successful candidate will ideally come from a telecommunications background, coupled with previous experience of call monitoring. You will have strong communication skills as well as the ability to work under your own initiative. You will be using both Word and Excel on a daily basis, as well as bespoke systems therefore strong IT skills are essential.
Should you have the relevant skills and experience, please send an up to date CV to Hays Office Support.
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