Quality Assessor (For OVO OI Employees and Close Brothers team only)

Overview

PLEASE NOTE : For this particular post - valid applications must be from those currently on a OVO sat within a QA capacity and within the Close Brothers Team only.

Quality Assessor

You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors’ quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.

Job description

• Maintain and develop internal / client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Create / maintain / deliver reports that reflect agent performance.
• Identify and provide insight / trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

Essential skills

Desirable skills

Core Behaviours

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB : All appointments are subject to the positive outcome of pre-employment verification checks.

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