QA Auditor (Contact Centre) – Part-time
Cool Milk
Lincoln LN6 – Remote working available
£22 per hour
Our company: Cool Milk is the UK’s leading School and Nursery Milk supplier, providing mid-morning milk to thousands of schools and nurseries every day. Based in Lincoln, we’ve been established for over 20 years. We maintain excellent standards of service, and employee well-being and satisfaction are at the heart of our business – in a nutshell, our customers and our colleagues stick with us! We think we’re a great team … why not join us?
The role & person: We’re looking for a Quality Assurance Auditor to join our happy team. Working under the guidance of the HR Manager, you will primarily be focussed on auditing phone and email interactions between our colleagues and our customers. You will facilitate the improvements of systems, processes and procedures working closely with relevant stakeholders. The perfect candidate will be passionate, very driven and understand the role training and development plays in being successful as a business. Amongst their abilities for exceptional attention to detail and multitasking, the perfect candidate will possess Problem Solving skills, and understand the concept of Root Cause Analysis and Corrective Action implementation. They will proudly take on the task to audit and assess all avenues in which we communicate with our customers as part of an already existing QA function within the business. They will build on the work we’ve already done and ensure that the standards are at high level at all times. They will have a proven track record of having successfully applied their knowledge in other businesses for this purpose. The ideal candidate for this role must be flexible in their approach to tasks and have the abilities to build relationships with all stakeholders across levels.
Other key qualities we're looking for in a QA Auditor are being: friendly ;professional ;personable ;pragmatic ;knowledgeable ;flexible ;approachable ;clear ;supportive ;empathetic ;excellent communicator ;understanding.
Job type: Permanent and part-time
Working hours: 15 - 20 hours per week – no evenings or weekends!
Pay: £22 per hour
Other benefits:
- Work from home or in the office – your choice!
- Company laptop and softphone provided
- Regular company social events
- Company sick pay scheme
- Company pension scheme
- Employee discount scheme
- Generous annual holiday allowance
- Wellness programmes
Main duties:
- Apply your ability to quickly familiarise yourself with the business and processes
- Have extensive understanding of QA / compliance, and approach this in a flexible way to suit the needs of the business whilst suggesting improvements
- Audit calls and emails made/sent by all agents and Team Leaders, this being core element of the role
- Ensure we strive to keep the high standard in quality of service we offer
- Carry out industry standards benchmarking as required by the HR Manager
- Look at the ‘behind the scenes’ processes and support stakeholders towards improvements
- Ensure you employ a flexible and effective mindset to suit our business needs when working with stakeholders
- Collaborate with colleagues to identify areas for quality improvements in customer communication and business processes, including training and implementation at the guidance of the HR Manager
- You must apply an objective and holistic approach to QA and ensure you always action things in a balanced way
- Make recommendations on the QA process to the HR Manager
- Work with and at the guidance of the HR Manager and establish training and development needs
- Provide the HR Manager with relevant stats and reports on QA as requested.
Skills & Experience:
- Prior experience in Quality Assurance Auditing within an office environment, preferably call centre
- Have a technical mind to easily navigate systems and understand stats
- Be passionate, very driven and understand the role training and development plays in being successful as a business
- Ability to lead and influence in a friendly and approachable way
- Excellent attention to detail and problem-solving skills
- Excellent communicator capable of engaging with stakeholders at all levels
- Excellent team player and understand the need for continuous improvement
- Understand the concept and requirements of CPD for employees
- Proficient with the MS Office Suite
- Preferably have CMI Level 5 or equivalent experience in Management and Leadership.
Job Type: Part-time
Part-time hours: 15 - 20 per week
Salary: £22.00 per hour
Benefits:
- Company pension
- Employee discount
- On-site parking
- Work from home
Schedule:
- Day shift
Experience:
- Quality assurance inan office / call centre: 3 years (required)
- chaching: 3 years (required)
Work Location: Remote
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