Job Opportunity: Quality Assurance Specialist
Due to continued growth at our Chester office, we have an exciting opportunity for a Quality Assurance Specialist within our Customer Experience Team.
Company Overview:
WS Audiology group was formed in 2019 through a merger with Widex and Signia, combining over 140 years of experience in pioneering technology to help people with hearing loss. We operate in over 125 markets, employ more than 11,000 people worldwide, and generate annual revenues exceeding 2 billion EUR.
Working Hours:
Monday-Friday, 8:30am-4:30pm or 9:00am-5:00pm.
Key Responsibilities:
* Score monthly calls for customer service and technical support
* Review calls with team managers, providing constructive feedback and identifying improvement opportunities
* Conduct audit checks to minimize errors and ensure KPIs are met
* Handle potential quality complaints as the Local Point of Contact (LPoC) for all brands, in line with our Global Quality Management System
* Ensure a clear process in the UK to support customers when issues arise
* Work closely with management to ensure departmental quality standards are maintained
* Maintain effective internal and external communication to uphold high interaction standards
About You:
* High standards with strong attention to detail
* Ability to provide thorough feedback to managers and team members
* Experience in QA roles
* Confidence in managing complex complaints according to regulations
* Solid background in CRM systems, case management, and complaint resolution
* Ability to learn complex product portfolios across multiple brands
* Proficiency in MS Office and CRM tools
* Desire for continuous improvement
* Good call handling skills
* Enthusiastic, positive attitude
It is desirable but not essential that candidates have experience as a Compliance Administrator, Coordinator, Officer, or similar roles.
Benefits:
* 26 days annual leave plus bank holidays
* Company bonus scheme
* Contributory pension scheme
* Life assurance
* Free onsite parking and more
This role offers a fantastic opportunity to join a forward-thinking, fast-paced global organization. If you have QA experience and are interested in learning more, we would love to hear from you!
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