Quality Specialist

Arvato Limited; Slough; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Quality Specialist, where you will drive customer satisfaction through quality audits and performance monitoring. This role involves collaborating with cross-functional teams to enhance customer outcomes and champion process improvements. With a focus on analytical skills and attention to detail, you will play a key part in developing project plans and supporting ongoing quality initiatives. Enjoy a supportive environment that values diversity and offers unique career opportunities, while contributing to a culture of continuous improvement.

Benefits

25 days Holiday

Life Assurance

Company Pension Scheme

Exclusive Staff Discounts

Employee Assistance Programme

Shuttle Bus Service

Monthly Employee Awards

Career Opportunities

Qualifications

• Experience in quality assurance and project delivery.
• Strong analytical skills to identify trends and performance improvements.

Responsibilities

• Conduct quality audits and champion customer satisfaction.
• Monitor agent performance and support quality improvement initiatives.

Skills

Analytical Skills

Problem-Solving Skills

Attention to Detail

Time Management

Organizational Skills

Education

Minimum 3 years in a contact centre agent role

Tools

Client Systems Knowledge

FCA Regulation Knowledge

Job description

In a world where change is constant, ArvatoConnect stands at the forefront of innovation. We partner with forward-thinking organisations to reshape and reinvent how they connect with their customers. By delivering cutting-edge, technology-driven solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Location: Datchet, Slough (with free staff parking provided)

Future shapers. Experience makers.

The Role:

We are looking for a Quality Specialist to join our team, reporting directly to the Quality Manager. In this role, you will be responsible for driving customer satisfaction through quality audits, transaction reviews, and performance monitoring. You’ll champion process improvements by identifying training needs, providing feedback on audit methodology, and collaborating with cross-functional teams to enhance customer outcomes. Your work will also involve developing project plans, supporting quality initiatives, and working with the Shared Services Team to drive continuous improvements.

To succeed, you will need strong analytical skills, attention to detail, and the ability to prioritise tasks in a dynamic environment. If you have experience in quality assurance, project delivery, and are passionate about process improvement, we’d love to hear from you.

Key Responsibilities:

1. Quality Audit Review and champion customer satisfaction within the target audience
2. Complete a sample of quality review required for both transactions and queries within the required timeframe.
3. Provide feedback on audit methodology, concerning feasibility, ease of use, and effectiveness
4. Work with and support leads, supervisors, and program specialists in identifying people or processes needs. Determine training requirements and liaise with the training team as necessary
5. Monitoring agent/team performance to prevent reoccurrence of deficiency to ensure improvement
6. Work with your Team and Manager to develop project plans and recommendation for teams
7. Work with the Shared Services Team on the development and support of the ongoing improvement plans
8. Participate and lead appropriate project work on Quality Improvement
9. Work in tandem with training organisation to provide ongoing TNA and support any Quality Training initiatives
10. Monitor customer interactions and assess whether good customer outcomes have been delivered

What you'll bring to the table:

1. Minimum of 3 years in a contact centre agent role with a track record of delivering good customer outcomes and achieving quality targets
2. Proven analytical and problem-solving skills
3. Proven analytical skills with the ability to identify trends and performance improvement opportunities
4. Knowledge of FCA regulation (in particular the Consumer Duty)
5. Detailed knowledge of client systems and processes
6. Attention to Detail
7. Exceptional time management skills with the ability to prioritise tasks, work under pressure and deliver to deadlines
8. Strong organisational skills with the additional discipline to follow through and complete all ongoing actions & plans
9. Flexibility at peak business periods

In return, we’ll offer you:

1. 25 days Holiday (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day) (Pro Rata)
2. Excellent on the job training and on-going core skills development
3. Life assurance and access to a company pension scheme (after qualifying period)
4. Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
5. An employee assistance programme to ensure your wellbeing
6. A shuttle bus from the local train stations directly to our office (Please note this doesn't cover 100% of your shifts)
7. Monthly employee-voted awards to recognise your achievements
8. Unique career opportunities within this client partnership

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.