Quality Assurance - Customer Services
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- Tunbridge Wells
- Posted 28th Sep 2010
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Posted by:
Beacon Plus (UK)
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Salary:
£14K
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Job Type:
Permanent
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Reference:
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This job has been viewed
34 times
since it was posted.
Job Description
My client, an established and successful Motor Claims company in Tunbridge Wells, Kent, require an experienced Customer Service Advisor to join their Quality Auditing team.
Purpose of Role:
Monitor all customer facing staff in our organisations to ensure employees are dealing with customers in the correct manner, following the correct procedures and maintaining the high level of customer service expected of them.
Monitor and assess inbound and outbound communications across all departments to ensure excellent customer service throughout.
You will be required to deliver the highest degree of uniformity and consistency in order to provide valid feedback.
Knowledge, Experience and Qualifications:
Previous insurance and call monitoring experience necessary. Must have customer service experience, ideally in a contact centre type of environment. Must have Maths & English at GCSE Grade C or above. Ideally the owner of a full driving licence.
Core Objectives:
To assist in setting up and running a complete quality audit program for the entire business.
Completed the agreed number of audits per employee every month.
Provide self explanatory feedback to all Employees
To be consistent and equal in your approach.
Highlight any identified training or behavioural needs to the relevant Team Leader and Training Department.
Drive the quality of Customer Service forward.
Establish long-term and sustainable solutions for call monitoring and Monitoring
Can all applicants please apply attaching an up to date CV.
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