Customer Service Quality Advisor
Customer Service Quality Advisor
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
To stay ambitious we need a Quality Analyst who will embrace our heritage as we look to elevate our future. Were looking for candidates who see the possible in impossible; those who are openminded and humble not afraid to take a risk if its the best option for our business. Our people are passionate about the business and their area of expertise whether thats luxury fashion buying or sportswear analytics.
The role will be as part of our Customer Service function monitoring/reviewing customer contact to ensure our customer service remains robust in driving correct customer outcomes and customer satisfaction. The QA will assist the business in improving compliance to company policies and process adherence.
The candidate must have the ability to identify areas for performance improvement ensure adherence to company policies and provide actionable insights to drive customer service excellence.
As part of this role you will work withing the Quality Assurance Team supporting the wider Frasers Support Team in identifying opportunities to improve customer journeys as well as monitoring internal stakeholders adherence to processes.
Key Responsibilities:
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.
Qualifications :
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 :
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward Recognition and Opportunities
Frasers Champion Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits owned it or been relevant.
Fearless 1000 By October 2025 we want our share price to hit 10. If that happens for 30 or more consecutive trading days all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses worth from 50000 to 1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.
*subject to terms and conditions
Frasers Festival An event like no other! Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe hosting a MEGA brand village guest speakers from the worlds biggest brands evening entertainment the ultimate Frasers Fearless Fitness Challenge and much more.
CEO Sessions Once a quarter we offer 20 employees the opportunity to attend our CEO Sessions ran by our CEO and leadership team. Employees have the chance to connect network and submit questions around specific topics such as our Sports or Luxury business.
Retail Reconnect In order to build the planets most admired and compelling brand ecosystem all employees must understand our business product and customers. Each financial year Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline and to bring ideas back to the office which will improve how we work.
Employee Welfare
Frasers Fit Our Everlast Gyms Team are on a mission to make our workforce the best and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical Financial & Mental wellbeing. The app is accessible for every employee and includes training nutrition and lifestyle advice all completely free.
Retail Trust We know that its not just about physical health mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline wellness hub counselling and financial/legal support.
Whats next
Our Recruitment Team will be reviewing applications and all candidates will receive a response whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
