Customer Service Quality Advisor, Shirebrook
Client: Frasers Group
Location: Shirebrook, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 4ace3ffae756
Job Views: 3
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description
We are seeking a Quality Analyst to join our Customer Service team. The successful candidate will monitor and review customer interactions to ensure high-quality service, compliance with policies, and customer satisfaction. The role involves identifying performance improvements, supporting process adherence, and collaborating with various teams to enhance customer journeys.
Key Responsibilities
1. Review customer interactions across communication channels.
2. Score interactions against customer service standards.
3. Ensure adherence to policies and compliance requirements.
4. Identify risks and propose mitigation strategies.
5. Conduct regular audits and analyze trends for continuous improvement.
6. Collaborate with teams to optimize customer experience.
7. Report on customer service performance and compliance.
8. Oversee refunds and discount code audits.
Qualifications
* 3-5 years experience in customer service, quality assurance, or oversight roles.
* Experience auditing customer service teams.
* Familiarity with CRM tools (e.g., Zendesk, Salesforce).
* Strong analytical and communication skills.
* Attention to detail and ability to work independently.
* Proficiency in Microsoft Office Suite.
Additional Information
We offer a comprehensive benefits package, including recognition programs, performance bonuses, company events, leadership sessions, and wellbeing initiatives such as fitness programs and mental health support. Our recruitment process involves multiple interview stages to assess cultural fit and technical skills.
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