Quality Assurance Analyst

ABOUT THE TEAM 

The Personal Contact Marketing team are a front-line team, looking to convert as many prospective/cold leads into Tide Members as possible

ABOUT THE ROLE

As a Telesales QA, you’ll be responsible for checking Telesales Agents are following all the correct processes and procedures. You will be reviewing, listening and scoring a certain percentage of all phone calls made by agents within the team. You will be responsible for developing, maintaining & improving the compliance scorecard and making sure our agents are following all internal processes and procedures. 

You will perform QA calibration sessions with the Leadership team to analyse the performance of the team. The outcome of these calibrations is to identify procedural gaps and personal trends that can be improved. You will collaborate with the leadership team to perform regular in-depth training needs analysis and identify opportunities for additional coaching needs. You will be responsible for delivering sales and call quality coaching to the agents and will report findings to the line manager. You will focus on the individual learning gaps of each call agent and provide feedback to the Leadership team. You will collate all learnings and be able to present these back to the team in a clear presentation with specific measurable actions. You will collate all learnings and be able to present these back to the team in a clear presentation with specific measurable actions. 

Some of the things you’ll be doing:

• Listening into calls made by agents to ensure proper adherence to policies and procedures

• Provide regular side-by-side coaching and feedback

• Assist in creating scripts for Telesales Agents

• Assist the onboarding of new starters, supporting them during their training induction through to QA validation during their probationary period

• Be part of calibration sessions, discussing the scorecards with the Leadership Team with actions to mitigate risk. 

• Data Driven mind-set, be able to analyse and interpret data for Quality and Call information using information from our BI platform, Looker. 

• Identifying process improvements and learning gaps

• Proactively spotting negative individual  performance and team trends 

• Preparing recommendations to improve the negative trends

WHAT WE ARE LOOKING FOR

• You have 1+ years of experience in a QA or similar role

• You feel comfortable working in a fast paced, quickly changing environment that is incredibly target oriented

• You have experience using Kustomer/Babelforce phone/CRM platforms

• You have a strong understanding of risks associated with telephony based sales within a regulated environment

• You evaluate and where necessary provide feedback aiming at improving our processes to ensure that we meet standards whilst building efficiency where possible

• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team

• Out of the box thinker - always looking at smarter ways of working

• You have excellent verbal, written, and interpersonal communication skills

• You have excellent problem-solving skills and keen attention to details

• You have excellent coaching & feedback skills

• You are a self-motivator and self-starter

• You have exceptional listening and analytical skills

• You have knowledge of sales processes in financial services

• You have solid time management skills  

•  You have creative ability & writing proficiency

• You are proficient with Microsoft Office (intermediate Word, basic Excel)

•  You have the ability to multitask and successfully operate in a fast-paced, team environment

• You should have knowledge of quality assurance testing tools

• You should use data and generate statistical insights that will improve performance

WHAT YOU WILL GET IN RETURN 

• 25 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget
• Additional health & dental insurance
• Mental wellbeing platform 
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance