Quality Assurance Lead

JR United Kingdom; Bolton; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company seeks a Quality Assurance Lead to enhance customer interactions and service standards in the Customer Hub. Responsibilities include conducting quality checks, providing feedback, and analyzing service data to drive improvements. The ideal candidate will possess strong analytical and communication skills in a dynamic, hybrid working environment.

Benefits

Healthcare

Life Assurance

Pension Benefits

Company Discounts

Holiday Entitlement

Flexible Benefits

Cycle Scheme

Onsite Parking

Qualifications

• Enthusiastic, proactive, and capable of leading across departments.
• Strong analytical skills to interpret data and identify trends.
• Excellent interpersonal and communication skills.

Responsibilities

• Complete targeted quality checks for Customer Hub agents.
• Document findings and provide monthly analysis to leadership.
• Identify vulnerable customers and ensure appropriate support.

Skills

Interpersonal Skills

Analytical Skills

Problem Solving

Attention to Detail

Job description

About The Role

As a Quality Assurance Lead, your mission is to assess the performance of customer interactions and industry core tasks across the Customer Hub. Ensure our team creates positive customer experiences, complies with work standards, and drives first contact resolution while adhering to company processes and industry standards.

Core Responsibilities

• Complete targeted quality checks for Customer Hub agents.
• Provide feedback to agents on their quality scores, documenting this clearly within MiPerform.
• Assist Team Leaders in coaching sessions to improve performance.
• Develop and implement new quality assurance checks and standards.
• Collaborate with MiPerform to enhance its offerings.
• Monitor customer interactions in real-time or recorded to evaluate compliance and service standards.
• Analyze customer service data to identify trends and areas for improvement.
• Identify vulnerable customers and ensure appropriate support and signposting.
• Document findings, recommendations, and actions to ensure transparency.
• Provide monthly analysis and recommendations to leadership and measure the impact of improvements.
• Stay informed about industry best practices and emerging trends to continuously improve QA processes.
• Perform any other duties as requested by management, ensuring compliance with DPA and GDPR guidelines.

About You

• Enthusiastic, proactive, and capable of leading across departments.
• Curious, problem solver, eager to learn and improve.
• Customer-centric approach.
• Excellent interpersonal and communication skills to influence at all levels.
• Motivated, independent, and deadline-oriented.
• Passionate and committed to making a difference.
• Capable of multitasking in a fast-paced environment.
• Strong analytical skills to interpret data and identify trends.
• Attention to detail.

What's in it for you

• Healthcare, life assurance, and pension benefits.
• Hybrid working model.
• Company discounts, holiday entitlement, and flexible benefits.
• Additional perks like cycle scheme and onsite parking.

Support the Group's environmental and sustainability objectives.

Flexibility statement

Our dynamic environment may require you to perform duties outside your usual scope to support business needs and your professional growth.

Ecotricity is Britain's greenest energy company, committed to renewable energy and sustainability initiatives, including building windmills, sun parks, and green gasmills, and supporting community projects and innovations in green technology.

Ecotricity is an equal opportunity employer, promoting diversity and inclusion across all aspects of employment.