Quality Assurance Specialist
Your new role
To support the customer service teams in the execution of a high quality and cost effective service achieved through the customer proposition, setup of ‘new’ things: customer insight, customer resolution, CS process, CS call standards and the use of technology
Responsible for CS Quality Development, CS Insight & Team Development, Customer Journey Processes, Technology, Standards & Performance Improvements across Customer Service.
A day in the life of...
Technical Service Support
To review the quality of calls in the customer service environment.
Use analytical support structure to deliver and improve all key performance metrics.
To position clear, data driven insight that will improve performance and lead the change program to deliver technical performance improvements.
Be instrumental in improving customer service systems and processes
To support the technology initiatives and development projects e.g. root cause, product insight and development, whilst managing key relationships with internal and external stakeholders.
To document existing workflows and design new business processes to support the customer service journey.
Communicate regularly with all head office functions and leverage support as required across all departmental functions, with 360-degree feedback to support continual improvement.
Pivotal in ensuring that customer service support, product and deliveries are matched effectively through service planning and support and that the unit economics of the business model are achieved.
Attend meetings to present business data and service insights.
To take ownership of the data and its use and time scales for deliverable actions.
To follow standard procedures for escalation of unresolved issues/development to the appropriate internal teams in the agreed timelines.
Data Analysis & Reporting
Support and provide commercial analytics in service analysis development.
To utilize data to identify Root Causes, providing analysis to Customer Operations Manager.
To assist on the build and development of KPI reports and scorecards to capture and identify trends in performance.
Work closely with Customer Operations Manager & Team Managers to support consistent performance management of customer service teams.
To ensure proper recording of data, removing issues with accuracy and reliability.
To manage the reporting suite of the service balanced scorecard.
To provide prompt and accurate feedback to managers with advice and instruction.
To document and share knowledge across the depot network that ensures consistency and delivery of the value proposition.
Working closely with the service teams to assess and prioritize areas of concern and value proposition failure.
To provide remote report training to customer service teams.
Additional
Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
Be willing to attend internal training as necessary to keep up to date with the latest technology and operating processes.
To work within the business information security policies and procedures.
To participate in the employee engagement review process.
Any other ad-hoc duties as and when required to support the needs of the business.
In an ideal world...
A consistent, positive outlook.
An enthusiastic ‘can do’ attitude which inspires and motivates others.
A visible, team player committed to the continuous development of reports and analysis.
The ability to effectively evaluate challenging situations and to make well-judged decisions.
Excellent interpersonal skills, motivating and influencing skills, organisational and management skills, and well developed analytical and problem-solving skills.
Attention to detail
An ability to work under pressure and meet tight deadlines.
Strong commitment to meeting customer needs
Pay and Perks
A great basic salary
Professional Qualifications
Learning & Development
Your birthday off
30% discount across the group & 15% for friends & family
High street Discounts with 100’s of great brands
Contributory Healthcare
Pension
Your Lawyer
Employee Assistance Programme for all colleagues & your household
Enhanced Maternity & Paternity Pay
A little about Sofology
Founded over 30 years ago, we're true sofa specialists. So much more than just a piece of furniture, we know that a sofa is the one thing that truly turns our customer's houses into homes.There's a lot at stake when it comes to guiding our customers to make the right choice for them - that's why our customer journey is unique in the sofa market. That means no ‘ends next Sunday sales.
We think choosing a new role and choosing a new sofa have a lot in common. Your old one feels comfy, you're used to it, and you know exactly where you fit. But a new job - or a new sofa - holds so much potential. Pick the right one and you'll never look back. You want to feel comfortable, but with enough going on to keep you right on the edge of your seat. Our team is always growing, and we're constantly shuffling up on the sofa to make room for the newest member of the Sofology family.
Sofology