Quality Assurance

JLL; Warrington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading consultancy firm based in the UK is seeking a Quality Assurance and Complaints Handling Specialist to ensure high standards in service delivery. The successful candidate will monitor interactions, conduct audits, handle escalated complaints, and analyze feedback to promote continuous improvement. This role requires strong attention to detail and excellent customer service skills, ensuring customer satisfaction and retention are maintained at all times.

Qualifications

• Detail-oriented and customer-focused mindset.
• Ability to evaluate and monitor service delivery effectively.
• Experience in developing quality assurance protocols.

Responsibilities

• Monitor interactions to ensure quality service delivery.
• Carry out operational checks to identify performance improvements.
• Handle escalated customer complaints efficiently.

Job description

The Role

We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.

Day to day

Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.

Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation.

Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.

Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.

Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention.

Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution.

Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues.

Prepare and present reports on complaint resolution, and customer feedback to management and key stakeholders.