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Our client is seeking a Quality Assurance Specialist to maintain the highest standards across all customer touchpoints.
This is an exceptional opportunity for a Quality Assurance Specialist to join this global company within their prestigious, modern Chester office. The role is a full-time permanent contract.
Key Responsibilities:
The successful candidate will:
- Score monthly calls for customer service and technical support
- Collaborate with team managers to review calls, provide constructive feedback, and identify opportunities for improvement
- Conduct audit checks to minimize errors and ensure KPIs and targets are consistently met
- As the Local Point of Contact (LPoC) for all brands, you will handle potential quality complaints in alignment with our Global Quality Management System
- A key part of the role will be ensuring there is a clear process in the UK to support customers when issues arise
- Working closely with the management team, you will ensure that all departments meet the established quality standards
- Effective communication both internally and externally with customers is essential to maintain the high standards expected in all interactions
Essential Experience:
The successful candidate will:
- High standards and have strong attention to detail
- The ability to offer thorough feedback to managers and team members on areas for improvement
- Experience in previous QA roles
- Be confident in managing complex complaints in accordance with regulations
- A solid background in CRM systems, case management, and complaint resolution
- Ability to learn complex product portfolios across multiple brands
- Provide constructive feedback to help drive improvements in standards
- IT skills - MS Office and CRM
- Desire for continuous improvement of ways of working
- Good call handling ability
- Strong customer service experience
- Enthusiastic and positive can-do attitude
Desirable:
It is desirable but not essential that the successful candidate will:
- Have salesforce experience
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy.
