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reporting analytics quality assurance telephony root cause analysis📋 Description
- Stakeholder management across units to drive quality initiatives.
- Deep dives into processes and customer interactions; identify root causes.
- Real-time and retrospective quality assessments to ensure standards and compliance.
- Telephony and live chat audits; review appeals and make decisions.
- Collaborate with outsource partners to ensure workload and standards.
- Identify improvements; use speech analytics for actionable insights.
🎯 Requirements
- QA expertise in contact centre; perform detailed assessments.
- Stakeholder management across departments; drive quality initiatives.
- Strong process knowledge; regulatory requirements; appeals reviews.
- Proactive ownership; self-motivated; manage workload.
- Collaboration with outsource partners to maintain standards.
- Continuous improvement mindset; experience with speech analytics.
🎁 Benefits
- Great work-life balance with standard shifts from 8:45am to 5:30pm.
- Sea-fronted office with social events, massages, and snacks.
- Flexibility to work from home 1 day per week.
- Stock options to share in Motorway’s growth.
- Pension scheme to plan for your future with NEST.
- BUPA health insurance with fitness discounts.
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