Quality Assurance Specialist
Location: Portsmouth
Contract Type: Permanent
Working Pattern: Full Time, Hybrid
Are you passionate about ensuring strong customer experiences and compliance?
Our client is looking for a Quality Assurance Specialist, this is your chance to play a crucial role in maintaining the highest quality standards in customer interactions while working in a dynamic and supportive environment.
About the Role:
As a Quality Assurance Specialist, you will be responsible for assessing the quality of customer interactions and ensuring adherence to regulations within the organisation's sales, service, and collections processes. You will collaborate closely with various teams to enhance compliance and customer experience.
Key Responsibilities:
Evaluate recorded customer calls and emails for compliance with regulatory scripts and internal standards.
Document evaluation findings and identify areas for improvement.
Provide constructive feedback to agents and team leaders.
Participate in calibration sessions to ensure consistent interpretation of compliance standards.
Contribute to regular reports summarising compliance trends and significant issues.
Support investigations of complaints to prevent recurrence.
Stay updated on compliance regulations and company policies through continuous training. How You Could Stretch This Role:
Identify areas for process improvement within the customer journey.
Develop training m...