Remote Tier 1 Quality Specialist – Customer Experience

Reed Talent Solutions; Bedford; Hybrid; GBP 29,000; Full time

Job summary

A leading service provider in Bedford is seeking a Tier 1 Quality Specialist. This role focuses on ensuring the quality and accuracy of Tier 1 triage services across various channels, helping to improve financial wellbeing in the UK. Candidates should have relevant experience in quality assurance, strong customer service skills, and the ability to provide coaching and feedback. This position offers a competitive salary and the possibility of homeworking.

Benefits

30 days annual leave plus Bank Holidays

Pension scheme with matched contributions

Interest-free loan for season tickets

Cycle to work scheme

Subsidised eye tests and flu jabs

Life assurance scheme

Employee assistance programme

Paid volunteering days

Recognition scheme

Discounts portal to numerous retailers

Qualifications

• Previous experience in Quality Assurance in a contact centre or similar environment.
• Ability to communicate technical ideas clearly.
• Experience in delivering coaching and feedback sessions.
• High degree of literacy, numeracy, and computer skills.

Responsibilities

• Deliver quality assurance for Tier 1 services across multiple channels.
• Maintain knowledge of Money & Pensions processes.
• Deliver huddles to keep teams informed of changes.
• Provide coaching sessions to Pension Support and Money Support Coordinators.
• Respond to queries and update technical content as needed.

Skills

Quality Assurance experience

Customer service skills

Coaching and feedback delivery

Numeracy

Literacy

Computer literacy

Job description

A leading service provider in Bedford is seeking a Tier 1 Quality Specialist. This role focuses on ensuring the quality and accuracy of Tier 1 triage services across various channels, helping to improve financial wellbeing in the UK. Candidates should have relevant experience in quality assurance, strong customer service skills, and the ability to provide coaching and feedback. This position offers a competitive salary and the possibility of homeworking.