Your new role

Our Sofology Quality Assurance Specialists are enthusiastic, engaging and are skilled in delivering constructive feedback. You will be passionate, very driven and understand the role quality assurance plays in being successful as a business.

Amongst your abilities are exceptional attention to detail, you possess problem solving skills, and understand the concept of root cause analysis and corrective action implementation. The Quality Assurance Specialist will be essential to Customer Service delivering an exceptional Customer Experience and improving the Customer Journey continuously. This role is extremely important and gives you the ability to make a real difference in the department's success.

As a Quality Assurance Specialist you will be responsible for providing guidance and advice regarding the quality of our Customer Service, delivering quality management and improvement support to all functions within the designated area of responsibility.

Reporting to the Customer Operations Manager, you will be responsible for carrying out the required amount of quality assurance audits to aid the business in achieving their Customer Obsessed goal. You will work to deadlines, ensuring the Customer Service Leadership Team are provided results and feedback within a timely manner. You will help drive the departmental strategy and provide feedback on both colleague and team performance, as well as root cause analysis. 

A day in the life of...

• To review the quality of calls in the Cust Service department within the agreed timescales
• Create reports that reflect and support performance
• Lead calibration sessions across each area to maintain consistency in internal evaluations
• Identify, share and escalate critical issues to the Customer Ops Manager
• Provide clear, data driven insight that will improve performance to deliver customer improvements
• Communicate regularly with Head Office functions and leverage support as required across departmental functions, with 360 degree feedback to support continual improvement
• Take ownership of the data and its use, feeding this back in meetings to visualise service insights.
• Identify gaps in the quality of our service that we offer to customers
• Assist on the build and development of KPI reports and scorecards to capture & identify trends in importance.
• Work closely with the Customer Service management team to support consistent performance manager of the CS Team

Additional Responsibilities

• 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
• Participate in the employee engagement review process

In an ideal world...

Qualifications & Experience

It is essential that you:-

• Have at least 2 years' experience of working within a call centre role or industry equivalent
• Experience of a range of computerised software packages including MS Office, Word, Excel
• Experience of providing data, analysis of data and report writing
• The identification of training needs, development of team members and building relationships
• Experience of dealing in a customer focused environment
• Full driving licence

Personal Characteristics 

• Hands-on experience in QA and/or call auditing
• Prior experience in QA within an office environment, preferably a call center
• Team player and understand the need for continuous improvement
• Great people skills and ability to communicate negative feedback when required
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Have experience working in retail sector (desirable)
• Excellent communication skills, both written and verbal and the ability to maintain this with colleagues at all levels
• IT Competence and computer literacy, knowledge of Google Suite is desirable

Pay and Perks

• A great basic salary and generous company bonus
• Professional Qualifications Learning & Development
• 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
• Discuss flexible working & part time opportunities

Sofology