CXP is looking for an experienced BPO Quality Assurance Consultant. This individual should have the ability to accurately assess the manner in which consultants deal with customers on a daily basis, along with the ability to perform coaching and calibration sessions with consultants who need some development.
The Role:
You will be responsible for measuring the quality and verification of all advised and non-advisory sales, calls/correspondence in line with business expectations (Specified to campaign) and ensuring corrective action is undertaken where required to ensure the delivery of a first-class level of service to our customers.
Key Responsibilities:
- Ensuring regulatory principles and processes, including Treating Customers Fairly (TCF) and Data Protection policies are followed and delivered consistently
- Contribute to a ‘customer driven’ culture of continual improvement, take ownership and become empowered to contribute to meeting business goals
- To deliver set targets and KPI’s on all quality monitoring activity undertaken
- To provide feedback and coaching and support to agents
- Provide feedback to line manager about effectiveness of processes and potential risks to ensure the department operates in the most efficient manner possible
- Obtain and accurately input relevant customer data into in-house systems and ensure clear notes are added where needed
- Achieve departmental and individual objectives
- Work with other parts of the organization for the overall objective of improved customer service/experience and treating customers fairly
- Participates in self-development through coaching, mentoring, training and peer feedback
- Undertake work of a related nature, or perform duties other than or in addition to those outlined above upon request.
Essential/Desirable Attributes and Experience:
Prior Quality Assurance for an International Energy Campaign *Advantageous
TCF Regulatory Accountabilities.
To carry out your accountabilities and objectives within the frameworks of the Clients TCF policies.
Experience & Qualifications desired:
- Previous experience in an international energy services role
- Excellent communication and interpersonal skills
- Good numeracy, literacy and attention to detail
- Understanding of FCA and TCF regulations relating to complaints handling and consumer sales
- Industry related qualification an advantage
Hours: To be discussed (UK based Shifts)
Between 09H00 & 21H00 / 10H00 & 22H00 Monday - Friday (Additional Saturdays may be included)
*Candidates would be required to be available to start early January 2022 and be required to work SA Public holidays.
