We are looking for a Quality Assurance Support to join our busy contact centre team based in Dunstable. The main purpose of this role is to ensure that all customer interactions with both vendors and branches across phone, email and live chat meet the organisation’s standards for accuracy, compliance, professionalism, and customer experience. The role supports continuous improvement by identifying performance trends and coaching opportunities with all staff across multiple departments.


Key Responsibilities:
*Review and evaluate inbound and outbound customer interactions in line with established CBCL quality frameworks.
*Ensure processes are followed accurately and consistently.
*Verify that all bookings and customer interactions comply with MA/MS rules and internal standards.
*Monitor the issues log, conduct spot checks on calls and cancellations, and communicate findings to the appropriate stakeholders.
*Develop and deliver SMART action plans for staff based on quality monitoring outcomes.
*Identify process gaps, risks, or inefficiencies and provide clear recommendations for improvement.
*Confirm the accuracy and completeness of system notes, and appointment records to maintain data integrity.
*Aid in the development in new staff by helping conduct roleplays and assessments to get them ready for the phones.


Required Skills and Experience:
*Exceptional attention to detail with the ability to identify patterns, discrepancies, and areas requiring improvement.
*Strong verbal and written communication skills, particularly in delivering clear, constructive, and objective feedback.
*Proficiency in using QA scoring tools and contact-centre systems, including Five9, as well as strong working knowledge of Excel and PowerPoint.
*High level of integrity, fairness, and professionalism when conducting assessments and making judgements.
*Ability to produce well-structured, professional emails and written documentation.


Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity. 


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