Quality Assurance Assessor

Social network you want to login/join with: Quality Assurance Assessor MATERNITY COVER Group Retail Operations Lookers Head Office, Manchester We have an exciting new opportunity for a Quality Assurance Assessor to work with our sales teams in analysing our customers interactions to ensure we are consistently transacting in a way that results in good customer outcomes. You will report on the capability of the sales person to provide the level & standard of customer experience required and report on the correct standard of outputs (system and/or paper based), via deal file checking Based from head office in Manchester, this role will also proactively identify and raise attention to any trends in quality performance, providing the company with the data and information to make decisions that continue to positively shape quality standards and our sales teams capability. This role requires you to be a customer focused individual who is dedicated to improving the customer experience and can provide feedback to others that clearly outlines what is required to deliver a ‘best in class’ customer experience. You should be able to build and have ongoing credibility with peers and colleagues alike. An eye for detail is essential, you will be proactive in managing data to influence key stakeholders to support quality outcomes and/or proposals for the further development of the customer experience. You will be tenacious, self-motivated, with the ability to work independently. Experience gained from a customer service or sales environment is essential Good understanding of all channels of customer interaction (Face to face, distance: telephony and/or email, and online) Able to demonstrate effective communication skills both verbally and in writing Ability to manage difficult conversations whilst maintaining credibility A good understanding of our business including technical knowledge of the products/systems used to transact a sale Methodical with high attention to detail and expertise in analysing data to asses quality Proactively use own initiative to identify, raise and/or action outputs from quality analysis activity aimed at improving the customer experience Understanding of quality tools, systems and reporting standards & requirements Ability to work as a team player, sharing quality findings and best practice Highly motivated and driven to ensure success in this role Why us…? If you like the sound of this role and think you have the right skills then please apply now, or if this one is not quite right for you and you know someone who you think would be perfect for it, then you can also share the vacancy or refer them to apply. With over 30 vehicle manufacturers, selling and servicing a huge range of cars at more than 150 franchised dealerships across the UK there has never been a more exciting time to grow your career within the Lookers family. We are proud to have been voted one of the UK’s Top Employers and looking after both our people and our customers is at the heart of everything we do. #J-18808-Ljbffr