Job Description

Manpower UK are recruiting on behalf of our global travel client for a call centre Quality Checker to work within their flights team. This is office based throughout your probation but reverts to hybrid thereafter. Our is able to offer a fantastic work environment and progression.

This is an excellent opportunity for an experienced customer advisor with some quality experience and looking for the next step up.

Key Roles and Responsibilities

• Perform quality checks and audits of inbound, outbound calls, emails and chat to ensure adherence to policies and procedures whilst delivering an industry leading level of customer experience.
• Provide feedback on quality reviews to call centre employees and management
• Identify and monitor trends, quality risks and quality concerns or issues
• Collaborate with the training and operational management team to identify training needs and assist with the training deliver related to customer experience
• Participate in continuous quality improvement initiatives related to customer experience
• Serve as a resource to staff regarding quality and customer experience concerns
• Perform quality check on all contact service forms returned ensuring appropriate measures for feedback is in place
• Review various reports to ensure that contact service forms have been resolved timely and accurately
• Produce weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities
• 20% of your time may be spent on taking calls/live chats/emails to help maintain service levels on site and more importantly keeping your knowledge up to date.

Qualifications

• Contact centre QC experience is preferred
• Must be fluent or proficient in English and German both written and spoken
• Excellent knowledge of Microsoft Office applications, such as Word, Excel, PowerPoint or other design media, and sound general computer skills
• Willingness to learn and develop your own coaching, briefing and leadership skillset
• Currently deliver high quality customer experience
• Great communication, listening and people skills
• A quick learner, open to new challenges

Please forward your CV in the first instance.

Manpower