teamtailor
Quality Control Officer
Onmo
London, GBR
Full-time
Mid · 2+ years experience
Hybrid
GBP 28000-31000 yearly / year
Discovered Today
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanRole Overview
As a Quality Control Officer, you will be responsible for ensuring the quality, accuracy, and compliance of customer interactions across various communication channels and customer facing tooling.
You will conduct audits on all interaction types our customer service agents conduct with customers including phone calls, live chat conversations and emails. Your approach to audits will be to ensure interactions are meeting regulatory requirements, delivering exceptional service, and maintaining professional communication standards. Interactions will be scored against agreed scorecards to ensure that fair, consistent and good customer outcomes are being achieved and that internal processes and procedures are being adhered to from a regulatory perspective.
You will also be responsible for providing feedback to both agents and management on performance outcomes, providing updates that are both qualitative and quantitative, and support in running regular calibration meetings with team leaders and floor managers.
Full Job Posting
ABOUT THE ROLE
As a Quality Control Officer, you will be responsible for ensuring the quality, accuracy, and compliance of customer interactions across various communication channels and customer facing tooling.
You will conduct audits on all interaction types our customer service agents conduct with customers including phone calls, live chat conversations and emails. Your approach to audits will be to ensure interactions are meeting regulatory requirements, delivering exceptional service, and maintaining professional communication standards. Interactions will be scored against agreed scorecards to ensure that fair, consistent and good customer outcomes are being achieved and that internal processes and procedures are being adhered to from a regulatory perspective.
You will also be responsible for providing feedback to both agents and management on performance outcomes, providing updates that are both qualitative and quantitative, and support in running regular calibration meetings with team leaders and floor managers.
RESPONSIBILTIES
- Monitor Calls, Emails and Live Chats for accuracy of information and adherence to call handling standards as set out in scorecards by Onmo Record evaluations using the departmental quality monitoring systems Complete a daily target number of checks as set out by line manager, in a timely manner and to a high standard Ensure contact remediations are escalated, documented, and actioned in-line with internal processes Escalate immediate concerns of poor customer outcomes during an audit to line managers
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer