Quality Advisor
Quality Advisor
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Your responsibilities as Quality Advisor will include but not limited to:
Review end to end customer interactions across various communication channels (e.g. phone email chat).
Scoring customer contact against the relevant customer service scorecard.
Ensure customer service representatives adhere to company policies service guidelines and compliance requirements.
Identify potential risks and challenges in customer service operations and propose mitigation strategies.
Conduct monthly CTC audits on completed QA scorecards.
Identify trends gaps and areas for improvement and implement corrective actions as needed.
Work with crossfunctional teams to review and optimise customer journeys.
Collaborate with management providing reports and insights into customer service performance.
Conduct oversight and governance checks on the refunds given through Customer Services.
Undertake audit activities on the discount codes usage within Customer Services.
Any other assignments as directed by immediate superior as and when required.
Qualifications :
Candidate must have the following requirement:
Preferably 35 years of experience in a customer service quality assurance or oversight role.
Experience of auditing customer service teams.
Familiarity with customer service software and CRM tools (e.g. Freshworks Zendesk Salesforce).
Strong analytical skills with the ability to interpret data and identify actionable insights.
Excellent communication and interpersonal skills with the ability to coach and support colleagues.
Sound judgment and problemsolving abilities.
Attention to detail and the ability to work independently with minimal supervision.
Proficiency in Microsoft Office Suite (Excel Word PowerPoint) and reporting tools.
Additional Information :
An opportunity like this at Frasers Group is for the fearless.
The potential is massive the experience unrivalled. To be able to make the most of it you need to live and breathe our principles you will:
- THINK WITHOUT LIMITS and take the team with you
- BE RELEVANT to our people to partners and to the planet
- OWN IT and back yourself
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
