EMaC is a great place to build a career and there are plenty of exciting opportunities with us. We’re always looking for talented, enthusiastic individuals who are as keen as us to innovate, excite and make a real difference. Our view is that if we can help your career to grow, you’ll be helping us grow as a business – everyone wins.

We’re a proactive, can-do company. We strive to create a positive and happy environment where great ideas can flourish, empowering our people with the means, flexibility and opportunity to maximise their potential. We believe that everyone can make a difference.

We are an equal opportunity employer and value diversity at our company. We do not discriminate and take positive steps to create an inclusive culture.

Job description:

The Quality Assurance Officer is responsible for monitoring inbound and outbound calls as well as email responses, using set assessment criteria to ensure technical accuracy, agent performance, and conformity to policies and procedures. The Quality Assurance Officer will help develop and implement contact centre quality processes and procedures, as well as make recommendations for training.

The role also includes auditing competency assessments to ensure all operational employees are performing to business standards and are complying with company policies, procedures and DPA requirements. The Quality Assurance Officer will provide constructive feedback and insights for improvement to supervisors and managers .

Job Summary:

• Call monitoring, analysing data trends, quality reports, and feedback to operational management team.
• Act as a champion for high-quality client and consumer interactions across all platforms
• Review workload and cases to ensure business process is being followed
• Proactively identify areas of concern or success in line with company SLA’s
• Support improvement plans by providing accurate data and behaviour trends.
• Create strategies to improve support and KPIs
• Support managers in reviewing data relating specifically to campaigns and product performance.
• Support the production of daily/weekly/monthly reporting relating to quality and performance
• Support the team with compliance/GDPR on all client sales and promotional guidelines, as well as operational processes.
• Keep up to date with trends across the industry to ensure the business is up-to-date
• Identify improvements in reporting with Microsoft Office and PBI.
• Help and support in UAT environments and ensure outcomes and processes are documented

What you’ll need:

• A minimum 1 years experience within a QA/Compliance role.
• High Level of customer service experience
• Confident, self-motivated, flexible, and reliable
• Have a growth mindset and ability to embrace change
• Work well under pressure with a professional approach, whilst ensuring standards remain high.
• General PC skills & experience in MS Office
• Fast learner, to fit in with the busy office environment
• Attentive to detail
• An understanding of EMaC’s operational practises, metrics, and general procedures is preferred but not essential.

What you’ll receive in return:

• A flexible hybrid approach to the working week
• 25 days holiday increasing to a maximum of 32 days with service (plus bank holidays).
• Employee benefits scheme, including opportunity to purchase up to 3 days holiday, health cash plan, dental cover, travel insurance and life insurance.
• Employee Recognition Awards.
• Long Service Award Scheme.

Job Type:

• Full-time
• Permanent opportunity
• Salary: £22k-£25k per year dependent on experience