Quality Controller (Contact Centre)

Job Description

Job Title: Quality Controller (Contact Centre)
Salary Range: £27,500 - £30,000 per annum (pro-rata for contract)
Contract Duration: 4-6 weeks

Key Responsibilities:

• Listen to recorded or live customer calls to assess agent performance and adherence to quality standards.
• Evaluate calls based on predetermined criteria such as accuracy, professionalism, adherence to scripts, and compliance with regulatory requirements.
• Provide detailed feedback to agents regarding areas for improvement and best practices.
• Collaborate with team leaders and managers to address performance issues and develop action plans for improvement.
• Maintain accurate records of evaluations and performance metrics.
• Identify trends and patterns in customer interactions to recommend process improvements.
• Conduct regular calibration sessions with other quality controllers to ensure consistency in evaluation standards.
• Assist in the development and delivery of training programmes for contact centre agents.

Requirements:

• Previous experience in a quality assurance or quality control role within a contact centre environment is highly desirable.
• Excellent listening and analytical skills with a keen attention to detail.
• Strong knowledge of contact centre operations and customer service best practices.
• Familiarity with quality monitoring software and tools.
• Ability to provide constructive feedback in a professional manner.
• Effective communication skills, both verbal and written.
• Strong organisational skills and the ability to manage multiple tasks simultaneously.
• Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.
• Understanding of relevant regulatory requirements and compliance standards (e.g., GDPR, PCI-DSS) is advantageous.
• Relevant certifications or qualifications in quality assurance or contact centre management are a plus.

Benefits:

• Competitive salary within the specified range.
• Opportunity to work with a dynamic and supportive team.
• Gain valuable experience in a fast-paced contact centre environment.
• Potential for future contract extensions or permanent employment opportunities.

Application Process: If you are passionate about ensuring exceptional customer service and have the skills and experience to excel in this role, we would love to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you are the ideal candidate for the position.

The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace.