Quality and Insights Specialist


The Quality and Insights (Q&I) team provide oversight and insight to the contact centres of the business via the evaluating of inbound and outbound customer contact.

The Q&I team assist staff in their development and provide feedback to the business on key learning needs around, knowledge, soft skills, and compliance. 

The Q&I team also will provide recommendations on process improvement as well as highlighting best practice approaches through feedback on an individual, team and department level. 

This position is a maternity cover for 6 months on a part time basis of 24 hours per week.   
 
 
KEY RESPONSIBILITIES:
.    Evaluate member and partner contact to ensure quality is met to a defined standard.
.   Provide accurate, clear and concise feedback to staff on evaluated work, for both development areas and good performance. .    Produce insights into trends and learning needs within departments so that training, coaching and feedback can be targeted effectively.
.    Give support to the Quality and Insights Manager to ensure the Q&I function is a champion for customer service excellence throughout the business.
.    Support the contact centres in feeding back to staff as well as assisting with appropriate coaching, training sessions, workshop design and content updates.
.    Proactively keep up to date on knowledge requirements, regulatory change, process change and industry best practice.
.    Take ownership of personal development, working with the Q&I manager to continuously develop and improve as an individual.
.  Support and conduct regular calibrations within the department, to promote consistency with team leaders and managers.
.      Contribute to wider business change by representing the Q&I team where appropriate and proactively having an input in change from a Q&I perspective.

 SKILLS:
Strong verbal and written communication skills. ·         
Conscientious and driven to succeed with a results oriented mindset.
Ability to build credibility and strong relationship.
Well organised and able to meet strict deadlines. 
Highly self-motivated with the ability to work independently without constant supervision.         

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