Quality Co-ordinator
- Sheffield
- Posted 4th Feb 2012
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Posted by:
Search Consultancy - Sheffield
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Salary:
£25000 per annum
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Job Type:
Permanent
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Address:
North Church House
84 Queen Street
Sheffield
S1 2DW
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Contact:
0114 379 2051
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Reference:
Req//187884
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Job Description
Quality Co-ordinator Sheffield 325,000 A unique opportunity has arisen for a quality co-ordinator to join this national organisation in their Sheffield offices. The role of the quality coordinator is key in driving the business to achieve targets by ensuring consistency in the performance and delivery of it's agents.
CORE RESPONSIBILITIES
·Maintain quality reports at Agent, Team, and Contact Centre level
·Analyze post call surveys, identifying opportunities for improvement
·Coach Agents on a daily, weekly and monthly basis to improve customer interactions. Suggesting recommendations to the Contact Centre Management team on areas of:
Coaching, Training, Market intelligence and Process improvement
·Host monthly quality scorecard calibration sessions with Team Managers
·Produce written reports and provide verbal feedback to Agents on all completed evaluations
·Deploy call evaluation strategies to include:
Test calling
Silent monitoring
Call recording
Follow-up outbound calls
Ensure that the Quality Workbook is maintained and updated regularly
·Ensure that the Centre is PCI compliant
·Assist in the development of the quality procedures and quality scorecard
·Work with Team Managers to ensure accuracy and current processes are in place
·Take part in the recruitment of new Agents
·Participate in Agent forums and meetings to fuel growth and improve existing product portfolio
·Carry out any other duties that may be outside the standard remit that will benefit the Contact Centre or the company as a whole
EXPERIENCE / QUALIFICATIONS
·2-3 years experience of working in a similar role particularly in a sales driven call centre / contact centre
·Good knowledge of quality management principles such as ISO 9001, UKAS EN45011 or COPC
·Experience of quantitative as well as qualitative analysis
·Demonstrated experience with statistics, data analysis and evaluation
·Experienced in developing mentoring and coaching new and existing staff
·Advanced user of MS Office particularly Excel and PowerPoint
This role is full time and based in Sheffield city centre. We are interviewing immediately so if you have relevant experience and want to learn more about this exciting opportunity, please apply today.
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