Quality Assurance Executive

Operations

Job Number: 17475

Location: Warrington Contact Centre (1604)

Contract: Full Time / Permanent

Description

DESCRIPTION

Dixons Carphone Contact Centre, Kelvin Close, Birchwood, WA3 7PB

Permanent, 40 hours per week

£18,500 plus us to 10% bonus and company benefits

Monday-Sunday between 8am and 8pm

 

The Role-

The role requires you to listen to and analyse calls whilst reviewing the systems used to assess employee compliance against set product, process, regulatory and customer experience criteria. The data and feedback produced by the role is reviewed for compliance, performance management and remuneration purposes.

You will

  • Record results and clearly note associated feedback
  • Work to achieve set targets, on time and to quality standards
  • Provide accurate and objective feedback to the contact centre agents (and relevant Team Managers)
  • Ensure basic expectations of calls are met through monitoring including, DPA, sales opportunities, service queries and mandatory procedures
  • Enter and update data into relevant reports and trackers accurately
  • Support in submitting quality/compliance scores for advisor bonus and management reporting at the end of each month, ensuring that all reporting is accurate
  • Identify service delivery areas that need additional coaching and liaise with the relevant coaching teams
  • Immediately identify and appropriately escalate any serious process issues
  • Assist in running team calibration sessions
  • Identify ways of enhancing quality monitoring

    Offsite travel will be required with overnight stays included.

     

    Skills/Experience required-

  • Good working knowledge of Microsoft Excel, PowerPoint and Word
  • Excellent listening, note-making, analysis and data collation skills
  • Ability to perform routine functions with enthusiasm and adapt to change quickly
  • Good analytical skills with an eye to detail
  • Methodical with organisational and time management skills

 

Dixons and Carphone Warehouse have joined forces to create a new company for a new age. With our shared passion for technology and belief in always putting the customer first, we are going to help millions of people realise the full potential of the digital world. This is your chance to join us, as we challenge convention and make the impossible possible for our customers every day.