Quality Assurance Lead

3 weeks ago Be among the first 25 applicants

This range is provided by Culligan UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan\’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we\’re committed to delivering state-of-the-art products and water solutions that benefit our customers while minimizing the impact on the environment.

Position Overview

Culligan UK Limited is looking for a Quality Assurance Lead to join our team.

You will be responsible for assisting the Customer Experience Quality Assurance Manager in measuring and driving improvements in all our communications with customers across the Customer Experience teams.

You will support with the delivery of high quality feedback and coaching on call protocol, call handling techniques, audits as well as email interaction.

As an advocate for performance quality, you will help colleagues deliver an excellent customer experience by providing concise and factual feedback on their communications to their line manager, followed up with coaching and training where appropriate.

Working closely with the management team you will support and own quality in partnership with the Head of Customer Experience to deliver outstanding customer service

Requirements

• Assist in the design and implementation of call protocols and feedback/scoring documents and launch the expected standards to the Customer Experience teams
• Complete accurate and concise monitoring evaluations as frequently as required
• Provide constructive feedback to Customer Experience Executives to drive quality improvements
• Identify adverse call/quality trends/drivers and highlight these to the wider management team
• Identify performance trends and gaps and discuss improvement plans with the CE QAM
• Identify opportunities to upskill colleagues through coaching and support with the help of the training team
• Focus and delivery of the ‘1st call resolution\’ principle
• Keeping abreast of business changes and initiatives that may impact customer contact and brief colleagues on dealing with said changes
• Act with integrity and honesty to ensure you create a safe place to work, where colleagues can ask for support when required

Benefits

• 23 days\’ holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  IT Services and IT Consulting

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