Quality Assurance Coordinator - United Kingdom, London

Salary not available. View on company website.

The Msc, Knaphill, Woking

Full time
Permanent
Remote working

Posted today, 1 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 37cb736488f546829fe08b30a3187a73

The Msc

Full Job Description

PLEASE NOTE THIS ROLE WILL BE BASED FULL TIME IN WOKING, Ensures each member of our team receives the specified number of QA assessments per month
Ensures all QA assessments are fed back to team members in a timely manner
Provides coaching and action plans around the individual's development areas
Ensures all quality assurance checks are completed in line with company policies
Provides accurate and timely management information to the Contact Centre Manager, including in-depth route cause analysis and summaries
Has the ability to confidently navigate our inhouse reservation systems to understand all processes for the queries we receive such as sales, reservations changes, purchase of additional services, and special requests
Coaches all team members to promote and upsell MSC Cruises products and services to generate additional revenue
Reports customer feedback on web functionalities and content when observed during call listening or email checks
Assists with in-house support and training of new staff, when required
Participates in monitoring, evaluating coaching methods, training, hardware/software tool implementations in the absence of the Quality and Training Executive
Contributes ideas and process for training materials to support the Quality and Training Executive
Takes on and delivers morning briefings to the team as requested
Participates and supports all new Cruise Specialists during their induction and nesting periods
Supports induction training where requested by the Training Executive or Contact Centre Manager

As the Quality Assurance Coordinator, you will conduct routine quality assessments, coach our team for excellence and ensure that every customer solution is fair and in line with our policies. With your incredible attention to detail, experience in customer service environments and strong communication skills, you'll be the torchbearer for quality across our Contact Centre team., Fluent English, oral and written
Excellent attention to detail and accuracy
Experience of working in a regulated financial services environment is desirable
Experience of coaching and delivering feedback including developing people
Excellent communication skills, both verbal and written
Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines
Excellent time management and organisational skills
A background in Customer Service or Call Handling is desirable
Good knowledge of Microsoft Office package
Ability to work flexibly to the needs of the business
Ability to think outside the box and be open to new challenges
Flexibility to attend training events and/or educationals