Quality Assurance Officer

at  aocom

A FEW THINGS ABOUT YOU

• Customer facing or Contact Centre experience ideal
• Strong Communication, planning and organisational skills
• Ability to analyse and identify trends
• Attention to detail and great listening skills
• Intermediate excel skills needed
• Excellent presentation skills
• Personable, approachable

A BIT ABOUT US

When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.

ABOUT THE ROLE

As a member of our Quality & Compliance Team, you’ll bring a confident, professional approach to ensuring our contact centres deliver amazing service while always staying compliant.
Working closely with stakeholders, quality management, and communications to streamline processes and elevate performance you’ll lead by example.
Conducting audits, call monitoring, and calibration sessions with precision and efficiency, your attention to detail and proactive mindset will keep us on track without breaking a sweat!
Your genuine confidence will speak volumes. so, stand tall and let your actions do the talking!
Please note, occasional meetings and performance reviews will be held in our Bolton head office, so travel would be required.

HERE’S WHAT YOU CAN EXPECT TO BE DOING

• Complete weekly audits of Customer Interactions across AO’s Contact Centre’s
• Ensure GDPR processes and regulatory requirements are adhered to, and customer data is protected
• Monitor processes, regulatory adherence, and standards
• Process audits, KPI measures, and corrective actions
• Give agent feedback, highlight high risk agents, suggest Improvements and actions
• Track departmental performance, completing a weekly analysis of trends
• Work with Management and L&D to improve agent knowledge
• Agent 1-2-1 coaching sessions, preparation and scheduling
• Mailbox management, respond to queries