Quality Assurance Monitor

Undisclosed Company
Belfast, County Antrim
£16000 - £16640 per annum + Paid Holidays, Pension
28 Sep 2016
26 Oct 2016
Manpower UK
Job Type
Our client a Global IT Outsourcing Corporation that prides itself on innovation, requires technical advisers to join their team.

Our client has been working with high profile global brands providing IT and customer service solutions for over 25 years. Due to recent business expansion we require experienced Quality Monitor to join their dynamic professional team on a full time basis to represent a UK electronics retailer.

The Quality assurance monitor is responsible for ensuring that the quality scores for the process are met and should be striving to exceed these at all times. The metrics should be achieved by using a range of quality monitoring techniques and then delivering constructive feedback and praise to associates that improves motivation

As part of the process the Quality Associate should ensure that any development and training needs are highlighted and actioned. This should also be followed up with SMART objectives.

Creating performance reports that will showcase call drivers, performance stats against target and potential process development areas within the project. When applicable the Quality Associate may also need to handle escalations.

It is essential that applicant's must hold the following skills and experience:
At least 1 year's experience in a similar quality assurance role
3 year's experience working with a contact centre environment

Desirable experience:
Previous experience in creating/maintaining SOP's
Previous experience in developing business improvement plans
Previous experience working in a technical IT role

All applicants should be able to demonstrate the following skills:

Motivate team members
Posses excellent analytically skills
Excellent verbal and written communication skills
Focus for attention to detail
Competence in Windows applications
Positive personality

This is a contacted role for a minimum of 3 years and applicants are due to start ASAP. If you feel this is the job role for you please submit your CV and a team member will be in contact with you