Call Center QA Specialist — Elevate Customer Quality (Leeds)

Conduent; Leeds; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

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Job summary

Conduent in Leeds is seeking a Quality Assurance Associate to monitor calls, emails and workflow quality, providing feedback to drive improvements. The role focuses on upholding client standards and the Quality Marking Framework within a busy transport client environment.

The successful candidate will have call centre experience, strong attention to detail and excellent communication skills, with a commitment to accuracy and quality in every interaction.

Qualifications

• Excellent listening skills, understanding of complex queries, and attention to detail.
• Ability to produce unbiased constructive feedback to support operational areas with improvement opportunities and coaching content.
• Ability to follow instructions, working either independently or with other members of the quality team to deliver results.

Responsibilities

• Monitor calls to ensure that customer conversations meet the standards set by the client and mark these against our Quality Marking Framework. Provide constructive feedback to operational colleagues to promote improvement.
• Monitor email correspondence and service request interactions to ensure that all elements of the request are responded to. Review the content against our Quality Marking Framework and provide feedback on grammar, spelling and construction of the replies.
• Monitor manual reviews conducted by operational colleagues on automated processing to ensure accurate details are captured. Feedback findings timely and accurately to support corrections and improvements to be made.
• Maintain task trackers to enable fair distribution of checks carried out across the Quality Team.
• Attend and contribute to meetings, calibration sessions and reviews held with various team members and departments representing the quality team and promoting best practice across the business.
• Comply with company standards and policies in line with our values including adherence to quality and information security requirements to maintain our ISO9001:2015 & ISO27001:2022 certification.

Skills

Active listening

Feedback delivery

Instruction following

Collaboration

Verbal & written communication

Call centre experience (Desirable)

Job description

Conduent in Leeds is seeking a Quality Assurance Associate to monitor calls, emails and workflow quality, providing feedback to drive improvements. The role focuses on upholding client standards and the Quality Marking Framework within a busy transport client environment.

The successful candidate will have call centre experience, strong attention to detail and excellent communication skills, with a commitment to accuracy and quality in every interaction.