Quality Auditor

Headstart Employment Ltd ,
London, Greater London
More Details
Job Type: Full-time
Salary: £24,542 per annum

Overview

Quality Auditor Croydon £24,542 per annum plus £1,000 Bonus 35 Hours Per Week Within this role you will continuously monitor and measure the quality of Operations calls and files, providing feedback, and coaching where required. You will mitigate both volume and content of complaints through the effective identification of issues impacting the quality of the customer experience, and support a customer centric service in Operations, which delivers outstanding customer experiences each and every day. Duties will involve: Call Monitoring and File Reviews: Ensure calls are monitored and files are reviewed to highlight issues in order to improve the delivery of consistent levels of Quality service across all operational teams Communication: To ensure there is effective two-way written and verbal communication with all parties. Facilitate a Customer Centric, Quality Driven Culture: To highlight and manage positive and negative performance issues at both individual and team level. To liaise with the Operational Management Team. Qualifications: Educated to GCSE Level or equivalent Educated to A Level standard or equivalent (desirable) Certificate /diploma in customer service or related area (desirable) Specialist Skills & Knowledge: Experience in the Travel Insurance/Motor Warranty industry Appraisal of customer service calls preferably via some form of auditing Customer Service experience Facilitating business change Intermediate knowledge of Excel Ability to interpret and analyse data and identify trends Ability to describe and understand the difference between good and outstanding customer service Proven experience of working to and exceeding results driven deadlines Proven ability to deal effectively with complaint investigation and providing positive solutions Aptitude: Proactive and challenging Attention to detail and desire to provide excellent customer service Flexible and adaptable to changing situations Strong problem solving skills Able to work under pressure to meet deadlines Excellent interpersonal skills Desirable: Current driving licence Headstart Employment is an Equal Opportunity Employer

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