Quality Assurance Coordinator

Company: XLN Telecom
Role: Quality Assurance Coordinator
Location: Sheffield, S3 8JY
Salary: £22,000

An opportunity has arisen for a Quality Coordinator to join our Quality team. This will be a FTC role (12 Months) based in Sheffield

The successful candidate will be responsible for:

• Grade Inbound & Outbound calls in-line with GC 22 Compliance regulations and predetermined quality metrics
• Produce timely reports to Line Managers and Team Leaders
• Identify performance trends, development, skills gap and sales opportunities
• Chair group calibration sessions ensuring that ‘best practice’ is shared
• Conduct individual feedback sessions with all team members when required
• Make recommendations for quality & performance improvements
• Notify line manager of unacceptable performances

Enhance ‘World Class’ Customer Experience

• Work with managers to help drive continuous improvement
• Work with managers to take corrective action when the team falls below target
• A role model with a positive can-do attitude towards business challenges
• Ability to self manage workload
• Self-motivated and Proactive
• Champion outstanding performance
• Ability to multi-task
• Ability to work under time and completion deadlines
• Willingness to take on additional tasks as and when required

About You:

• You will have sales/customer service or similar experience;
• You are very comfortable working towards targets and KPI’s with the ability to go above and beyond;
• Your verbal, listening and written communication as well as relationship and rapport building skills will be second to none;
• It is important that you are committed, reliable and enthusiastic to learn and further develop;
• Have an enthusiasm to drive high performance through positive and constructive call monitoring and feedback sessions;
• Enjoy working as part of a team to structure calibrating and benchmarking quality scoring criteria;
• You will be a results focused employee and have a passion for driving your team to meet daily KPIs;
• Are committed, reliable and enthusiastic to learn and further develop;
• Have experience in leading others.

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