Quality Control Analyst - Customer Operations

5 days left

Market Harborough
£17,076.80 + Stakeholder Pension, Retailer Discounts
03 May 2019
31 May 2019
Contract Type
Full Time

Quality Control Analyst / Reporting Administrator - Customer Operations 
Market Harborough
£17,076.80 + Stakeholder Pension, Retailer Discounts, Childcare Voucher Scheme, Social & Fundraising Activities + More

Excellent opportunity for a candidate with prior office experience who can learn new systems and processes quickly to enable quality and compliance checking. The ability to liaise with clients and be comfortable with senior management is paramount. Reporting is required and training will be given on all aspects.

Who we are:

Based in Market Harborough, Leicestershire we are the leading global provider of technology and business process outsourcing services. We use the power of data and technology to support our client's entire consumer lifecycle. Acquiring new consumers, managing consumer relationships and driving revenue – all in one place.

Our parent company is a leading publisher of print and digital brands including Esquire, Men’s Health, ELLE, Harper’s Bazaar, Cosmopolitan and Good Housekeeping reaching 22 million fans and followers through our social media platforms.

The Quality Analyst Role:

The core purpose of the role is to ensure that the work being conducted by the Customer Operations teams is being completed to the required standard and improvements are identified, built and implemented to enhance the services being delivered.

Create and build reports to demonstrate the department’s quality performance including third party providers. 

Main Responsibilities and Duties:

+ Complete quality and compliance checks on customer service calls handled across all Customer Operations teams. 
+ Complete quality and compliance checks on customer service emails handled across all Customer Operations teams.
+ Complete quality and compliance checks on processed orders and written correspondence across all Customer Operations teams.
+ Complete quality and compliance checks on 3rd party files loading through TPL automated solution
+ Complete quality and compliance checks on Production Operatives
+ Attend and contribute to calibration sessions with clients, the offshore provider and key stakeholders within CDS
+ Create and update client facing and internal quality reports 
+ Make suggestions for improvement and present plans to effect required change to Line Manager
+ Provide constructive feedback to managers, team leaders and the training department 
+ Support a positive and motivational environment across the department
+ Ensure knowledge is up to date and be familiar with new products, system procedures, client policies and any other developments.

Key Skills & Attributes Required:

+ Microsoft Excel
+ Office environment experience
+ Strong listening and communication skills
+ Empathy
+ Results focused
+ Personal organization
+ Attention to detail 

You may have worked in the following capacities:
Quality Administrator, Customer Service Advisor, Compliance Administrator, Quality Control Administrator.

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client Emis for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.

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