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- Tasks: Drive improvements in customer experience through quality audits and feedback sessions.
- Company: Join AO, a company dedicated to making every customer's experience exceptional.
- Benefits: Enjoy 25 days of holiday, health perks, and exclusive discounts.
- Why this job: Be part of a team that values people and drives positive change in customer interactions.
- Qualifications: Experience in quality roles preferred; strong analytical and communication skills required.
- Other info: Opportunity for remote work once a week and a unique long-term bonus plan.
The predicted salary is between 28800 - 43200 £ per year.
As a member of our Quality & Compliance Team a key expectation of the role is to drive improvements to our customer’s overall experience, by making our people the best they can be. This even starts from day one going into new starter inductions, keeping our agents compliant & weekly feedback sessions to our team managers. You will be the specialist for your area and will be expected to work closely alongside key stakeholders, Quality Management and Communications to improve the quality of all customer interactions., * Completing weekly audits of Customer Interactions via any channel across the Retail & Financial services contact centres
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Responsible for defining clear Quality Expectations for all forms of Customer Interactions
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Monitoring process adherence and standards, ensuring adhered to by all, using a variety of methods including screen recording
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Completion of departmental Audits and corrective actions, whilst keeping robust logs and audit trails
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Tracking of departmental performance and completing a weekly GAP Analysis, identifying trends and using initiative to resolve and roll out sessions
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Implement process changes, when necessary, with Stakeholders
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Working with Quality Management and Development Team to improve agent knowledge
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Weekly Reporting on departmental performance to all stakeholders
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Completion of other Quality Team tasks as and when required, Mobile Number *
Please tell us your salary expectations *
Can you commute to our Bolton office once a week? *
Do you require VISA Sponsorship to work in the UK? *
Current / last job title *
Company name *
Time in current job *
When can we call you? *
Upload my CV * Choose to upload file
Describe your responsibilities *
Reasonable adjustments
We want to make sure you’re given the best possible chance to shine in your interview, so you may need us to do things in a slightly different way. This could be requesting a ground floor room or bringing along a sign interpreter to name just a few.
Fill in the below box if there’s anything we need to know so we can adjust the process to support you.
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Experience of similar role in Quality is preferred
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Ability to analyse and identify trends
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Intermediate excel skills needed
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Previous customer facing or Contact Centre experience
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A passion for our people, our customers and their experiences
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Excellent presentation skills
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Strong planning and organisational skills
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Good communicator with strong social skills
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Ability to drive change forward, liaising with others as and when needed
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A strong eye for detail* Finance background preferable
Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back – you’ll be rewarded inside and outside of work.
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Our Value Creation Plan; We’ve created a unique long term bonus plan for every AOer to share in our success, giving you the opportunity of an exceptional reward in return for exceptional business performance.
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Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
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Pension; Contribute 5% of your annual salary and we’ll do the same, giving you a little extra support for the future.
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Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
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Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
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Discounts; exclusive discounts across our product range.
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Family leave; Enhanced Maternity, Paternity and Adoption leave.
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Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
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On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!
If you experience any issues during your application, please email your CV to careers@ao.com
Quality Assurance Officer employer: AO Retail Limited
Contact Detail:
AO Retail Limited Recruiting Team
careers@ao.com
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer
✨Tip Number 1
Familiarize yourself with the key responsibilities of a Quality Assurance Officer, especially in relation to customer interactions. Understanding how to define clear quality expectations and monitor adherence will help you stand out during discussions.
✨Tip Number 2
Highlight your experience with audits and performance tracking. Be prepared to discuss specific examples of how you've identified trends and implemented changes in previous roles, as this aligns closely with the expectations of the position.
✨Tip Number 3
Showcase your communication skills by preparing to discuss how you've effectively collaborated with stakeholders in the past. This role requires strong social skills, so think of examples where you've successfully driven change through teamwork.
✨Tip Number 4
Since the role involves weekly reporting, brush up on your Excel skills. Being able to analyze data and present it clearly will be crucial, so consider practicing how to create reports that highlight key performance indicators.
We think you need these skills to ace Quality Assurance Officer
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Quality Assurance Officer position. Understand the key responsibilities and expectations, such as driving improvements in customer experience and conducting audits of customer interactions.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in quality assurance or similar roles. Mention specific examples where you have successfully improved processes or customer interactions, showcasing your analytical skills and attention to detail.
Showcase Your Skills: Make sure to highlight your intermediate Excel skills, strong planning and organizational abilities, and excellent communication skills. Provide examples of how you've used these skills in past roles to drive change and improve team performance.
Tailor Your Application: Customize your CV and cover letter to reflect the values and culture of the company. Mention your passion for enhancing customer experiences and your commitment to supporting team members, aligning with the company's focus on people and compliance.
How to prepare for a job interview at AO Retail Limited
✨Show Your Passion for Quality
Make sure to express your enthusiasm for improving customer experiences and quality assurance. Share specific examples from your past roles where you successfully enhanced quality or compliance.
✨Demonstrate Analytical Skills
Prepare to discuss how you've analyzed data in previous positions. Be ready to explain how you identified trends and implemented changes based on your findings, as this is crucial for the role.
✨Highlight Communication Abilities
Since the role involves working closely with various stakeholders, emphasize your strong communication skills. Provide examples of how you've effectively collaborated with teams to drive improvements.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of scenarios where you had to monitor process adherence or conduct audits, and be ready to discuss your approach and outcomes.
