Contact Centre Quality Assessor

Division
Operational Support

Location
East Midlands

Salary
£20,000 - £24,000

Reference
888352

Consultant
Hazan Beliger
haz@contactcentrepartners.com
020 8989 7779

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Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.

We are delighted to be supporting an amazing client recruiting for a Contact Centre Quality Assessor.

We're looking for an ambitious and detail orientated Quality Assessor who will be responsible for assessing customer interactions - whether that be inbound, email, chat, or outbound against a quality framework, and providing clear communication on the assessment of the interaction.

This is a fantastic opportunity if you are eager to create a great customer experience and support the requirement for sales and service outcomes

Job Overview:

  • To regularly monitor and evaluate inbound and outbound calls, chat, social media
  • Ability to provide regular comprehensive written reports
  • To ensure that feedback from Customer Satisfaction Surveys regarding the quality of call handling is appropriately linked into the Assessment Guidelines.
  • To work with the Management and Trainers to develop measures that will evaluate calls being handled by the Central Property Consultants
  • To contribute to the regular review of the quality assessment criteria.
  • To work with the Customer Service Centre Manager and Trainers to develop conversation guidelines

Experience:

  • At least two years' experience working within a Quality function in the contact centre
  • Previous experience or working with quality frameworks and assessing calls
  • Experience developing conversation guidelines