Summary: The Quality Assurance Specialist role involves ensuring adherence to company standards and monitoring the performance of Sales Consultants within a leading service sector business. The position requires collaboration with both internal stakeholders and external agencies to enhance customer satisfaction and report findings to management. This is a 6-month hybrid contract based in Coventry, requiring on-site presence 2-3 days a week.

Key Responsibilities:

• Monitor the performance of Sales Consultants to ensure tasks are completed in line with company standards, SLAs, and KPIs.
• Monitor customer satisfaction levels through various data sources.
• Listen to and watch customer calls and visits, reporting findings and observations to management.
• Ensure QA checks are correctly recorded and reported on.
• Liaise with the mystery shop provider.
• Share findings and outputs with relevant members of the Sales and Learning & Development teams to support action planning and tracking of progress.

Key Skills:

• Experience using CRM systems.
• Understanding of customer service role requirements.
• Ability to analyze data and report findings effectively.
• Strong communication and collaboration skills.
• Experience in quality assurance processes.

Salary (Rate): 43,000

City: Coventry

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other