Job Description
We are seeking a highly skilled Quality Administrator to join our B2B Teams at Ecotricity. 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 the B2B and Microtricity department.
Your primary responsibilities will include evaluating agent performance based on established criteria, completing targeted quality checks, and assisting Team Leaders and Managers in feedback and coaching sessions. You will also be responsible for developing and implementing new quality assurance checks and standards, monitoring customer service interactions, and identifying trends and areas for improvement.
To succeed in this role, you will need excellent attention to detail, strong analytical skills, and the ability to multitask and prioritize tasks in a fast-paced environment. You will also need to be proficient in using customer relationship management (CRM) software and quality assurance tools.
Key Responsibilities:
* Evaluate agent performance based on established criteria
* Complete targeted quality checks
* Assist Team Leaders and Managers in feedback and coaching sessions
* Develop and implement new quality assurance checks and standards
* Monitor customer service interactions
* Identify trends and areas for improvement
Requirements:
* Excellent attention to detail
* Strong analytical skills
* Ability to multitask and prioritize tasks
* Proficiency in using CRM software and quality assurance tools
* Understanding of energy industry (desirable)
* Excellent computer literacy including Microsoft Office Packages
* Proven experience in customer service
What We Offer:
* Competitive salary
* Healthcare plan
* Life assurance
* Generous pension contribution
* Hybrid working
* Various company discounts
* Holiday of 25 days (plus bank holidays)
* Ability to buy/sell days
* Cycle to work scheme
* Car pooling and onsite parking available
We are an equal opportunities employer and are committed to providing equality for all. If you are a motivated and detail-oriented individual with a passion for quality assurance, we encourage you to apply for this exciting opportunity.