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For Companies At a Glance
- Tasks: Lead quality checks and provide feedback to enhance customer service performance.
- Company: Join Ecotricity, Britain's greenest energy company, pioneering renewable energy solutions.
- Benefits: Enjoy hybrid working, healthcare plans, generous holidays, and various company discounts.
- Why this job: Make a real impact in customer experience while supporting sustainability initiatives.
- Qualifications: Looking for proactive problem solvers with strong communication and analytical skills.
- Other info: Flexibility required as tasks may evolve in this dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
About The Role
As a Quality Assurance Lead, your mission is to assess the performance of both customer led interactions and industry core tasks across the Customer Hub. Ensuring our people create a positive experience for customers, complete work compliantly and drive first contact resolution, ensuring that our people are adhering to company processes and industry standards.
Core Responsibilities
- To complete a targeted number of quality checks for our Customer Hub agents.
- To feedback to our agents on their quality score so that they understand what they did well and what their areas of improvement are, documenting this clearly within MiPerform.
- Assist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the department.
- Develop and implement new quality assurance checks and standards for current and new processes.
- Work with MiPerform to continually develop their current offering.
- Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standards.
- Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
- Ensure we are identifying vulnerable customers and having relevant conversations, and signposting them to the support we offer.
- Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
- Provide monthly analysis to Team Leaders, Head of and Director on findings and recommendations and measure the success of what is implemented.
- Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.
- Any other ad-hoc duties as requested by Leadership & Management.
- To comply with all DPA and GDPR guidelines, as well as ensuring all of our people are doing the same.
About You
- Enthusiastic and proactive and comfortable in taking the lead across cross functional departments at all levels.
- Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements.
- Put the customer at the heart of everything you do.
- Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.
- Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
- Passionate about what they do and about making a difference.
- Ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Excellent attention to detail.
About Us
- Healthcare plan, life assurance and generous pension contribution.
- Volunteering Day.
- Hybrid Working.
- Various company discounts (including shops, gyms, days out and events).
- Holiday of 25 days (plus bank holidays) and ability to buy/sell days.
- Cycle to work scheme, car pooling and onsite parking available.
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind. Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don’t just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of: grass.
We don’t just focus on energy though - we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Contact Detail:
Placed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Lead (,, United Kingdom)
✨Tip Number 1
Familiarise yourself with the latest quality assurance methodologies and industry standards. This will not only help you understand the role better but also demonstrate your commitment to continuous improvement during interviews.
✨Tip Number 2
Network with current or former employees in similar roles, especially within the customer service sector. They can provide valuable insights into the company culture and expectations, which can be beneficial for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented quality assurance processes in previous roles. Highlighting your analytical skills and ability to drive improvements will set you apart from other candidates.
✨Tip Number 4
Stay updated on emerging trends in customer service technologies. Being knowledgeable about the tools and software used in quality assurance can give you an edge and show that you're proactive about enhancing customer experiences.
We think you need these skills to ace Quality Assurance Lead (,, United Kingdom)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and customer service. Use specific examples that demonstrate your ability to assess performance, provide feedback, and implement quality standards.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your analytical mindset and problem-solving abilities.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your verbal and written communication skills. Use clear and concise language, and consider including examples of how you've effectively influenced others in previous roles.
Highlight Your Analytical Abilities: Emphasise your experience with data analysis and trend identification. Provide examples of how you've used data-driven decisions to improve processes or customer interactions in past positions.
How to prepare for a job interview at Placed
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality Assurance Lead. Familiarise yourself with quality assurance processes, customer service standards, and compliance requirements. This will help you articulate how your experience aligns with the role during the interview.
✨Showcase Your Analytical Skills
Be prepared to discuss your analytical mindset and how you've used data to identify trends and improve processes in previous roles. Bring examples of how you've successfully implemented changes based on data analysis, as this is crucial for the position.
✨Demonstrate Interpersonal Skills
Since the role involves providing feedback and coaching to agents, highlight your strong interpersonal skills. Share specific instances where you've effectively communicated with team members or influenced others to achieve a common goal.
✨Stay Informed About Industry Trends
Research current trends in quality assurance and customer service technologies. Being knowledgeable about industry best practices will show your enthusiasm for the role and your commitment to continuous improvement, which is essential for a Quality Assurance Lead.
