Quality Administrator Role at Ecotricity
We are seeking a highly skilled Quality Administrator to join our B2B team at Ecotricity, a leading green energy company. As a Quality Administrator, you will play a vital role in ensuring the accuracy and performance of customer lead interactions and industry core tasks across our B2B and Microtricity departments.
Key Responsibilities:
* Evaluate agent performance based on established criteria, including communication skills, product knowledge, and problem-solving abilities.
* Complete targeted quality checks per month to ensure high standards of performance across the department.
* Assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve a high standard of performance.
* Develop and implement new quality assurance checks and standards for current and new processes.
* Monitor customer service interactions in real-time or through recorded calls to evaluate adherence to company policies and service standards.
* Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
* Collaborate with the B2B CX Leadership team to identify corrective actions and continuous improvement initiatives.
* Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
Requirements:
* Proven experience in customer service and administrative roles.
* Excellent computer literacy, including Microsoft Office Packages.
* Strong understanding of customer service principles, practices, and standards.
* Excellent communication and analytical skills.
* Ability to multitask and prioritize tasks in a fast-paced environment.
What We Offer:
* A competitive salary of £28,000-£30,000 per year.
* A comprehensive benefits package, including healthcare, life assurance, and pension contributions.
* A hybrid working arrangement, with flexibility to work from home and in the office.
* Opportunities for professional development and growth within the company.
At Ecotricity, we are committed to providing equality for all and creating a positive work environment. If you are a motivated and detail-oriented individual with a passion for quality assurance, we encourage you to apply for this exciting opportunity.