Quality Assurance Specialist

Job Title: Quality Assurance Specialist

Location: Chester

Salary: £29,000 - £31,000 per annum

Job Type: Full time, Permanent

The hours of work are: Monday-Friday 8:30am-4:30pm or 9:00am-5:00pm.

Are you interested in a career with WSA?

Due to continued growth at our Chester office, we have an exciting opportunity of Quality Assurance Specialist within our Customer Experience Team.

WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years' experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.

Key Responsibilities:

The successful candidate will:

1. Score monthly calls for customer service and technical support
2. Collaborate with team managers to review calls, provide constructive feedback, and identify opportunities for improvement
3. Conduct audit checks to minimize errors and ensure KPIs and targets are consistently met
4. As the Local Point of Contact (LPoC) for all brands, handle potential quality complaints in alignment with our Global Quality Management System
5. Ensure there is a clear process in the UK to support customers when issues arise
6. Work closely with the management team to ensure that all departments meet the established quality standards
7. Maintain effective communication both internally and externally with customers to uphold high standards in all interactions

About you:

Essential Experience

The successful candidate will:

1. Have high standards and strong attention to detail
2. Offer thorough feedback to managers and team members on areas for improvement
3. Have experience in previous QA roles
4. Be confident in managing complex complaints in accordance with regulations
5. Have a solid background in CRM systems, case management, and complaint resolution
6. Be able to learn complex product portfolios across multiple brands
7. Provide constructive feedback to help drive improvements in standards
8. Possess IT skills - MS Office and CRM
9. Have a desire for continuous improvement of ways of working
10. Exhibit good call handling ability
11. Have strong customer service experience
12. Demonstrate an enthusiastic and positive can-do attitude

Desirable:

It is desirable but not essential that the successful candidate will:

1. Have salesforce experience

Benefits:

The Quality Assurance Specialist will be rewarded with a fantastic benefits package including:

1. 26 days annual leave plus bank holidays
2. Company bonus scheme
3. Contributory pension scheme
4. Life assurance
5. Free onsite parking and more

This is a fantastic opportunity for the right candidates to join a forward-thinking, fast-paced global organisation.

If you have previous experience in Quality Assurance and are interested in learning more about the vacancy, we'd love to hear from you!

Candidates with experience of; Compliance Administrator, Compliance Coordinator, Compliance Officer, Quality Administrator, Quality Coordinator, Admin Quality Control, may also be considered for this role.