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For Companies At a Glance
- Tasks: Evaluate and enhance customer interactions to ensure high-quality service.
- Company: Join a fast-growing SaaS company helping over 250k customers manage their supply chain.
- Benefits: Enjoy wellness funds, private medical insurance, 25 days holiday, and more perks.
- Why this job: Be part of a dynamic team focused on customer satisfaction and continuous improvement.
- Qualifications: Experience in customer success or quality assurance is essential; strong communication skills required.
- Other info: Work in a supportive environment with opportunities for professional development.
The predicted salary is between 36000 - 60000 £ per year.
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sectors and have over 250k customers across the UK, spanning 20 different sectors including construction, transport, retail, hospitality, education, facility and property management, manufacturing, and local and central government.
Role Summary: We are seeking a detail-oriented and analytical Customer Success Quality Assessor to evaluate and enhance the quality of customer interactions across our customer success team. This role is critical in ensuring that our customer-facing teams deliver consistent, high-quality service that aligns with our brand values and customer satisfaction goals to drive customer retention.
Job Responsibilities:
- Quality Monitoring: Conduct audits and evaluate customer interactions (calls, emails, meetings) for adherence to quality standards, tone, accuracy, and effectiveness.
- Feedback & Coaching: Provide constructive feedback to Customer Success Representatives to improve performance and customer experience.
- Reporting & Analysis: Compile and analyze quality assessment data to identify trends, gaps, and opportunities for improvement.
- Process Improvement: Collaborate with Customer Success leadership to refine quality assurance processes and training materials.
- Compliance & Standards: Ensure all customer interactions comply with internal policies, industry regulations, and data protection standards.
- Calibration Sessions: Participate in regular calibration meetings to ensure consistency in quality evaluations across the team.
Knowledge, Skills, Experience and Qualifications:
- Proven experience in a Customer Success, Quality Assurance, or Customer Support role.
- Strong understanding of customer success principles and best practices.
- Excellent communication and interpersonal skills.
- High attention to detail and strong analytical skills.
- Ability to provide clear, actionable feedback.
- Familiarity with CRM and QA tools (e.g., Salesforce, ChurnZero, Guru, etc.).
- Experience in a SaaS or tech environment is a plus.
- Ability to work independently and manage multiple priorities.
- Proactive mindset with a passion for continuous improvement.
- Empathy and diplomacy when addressing performance issues.
What We Offer: In addition to a career in a fast-paced environment within an expanding business, we offer the following benefits as standard:
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continuous professional development (CPD)
- Holiday purchase scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- Team and company offsite events
- Specsavers eye care voucher
- Free tea, coffee, and fruit every week – Basingstoke office
Customer Success Quality Assessor employer: Once For All Limited
Contact Detail:
Once For All Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Quality Assessor
✨Tip Number 1
Familiarise yourself with the SaaS industry and customer success principles. Understanding the nuances of how customer success operates in a tech environment will give you an edge during interviews.
✨Tip Number 2
Brush up on your analytical skills. Since the role involves compiling and analysing quality assessment data, being able to demonstrate your analytical prowess can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with quality assurance tools like Salesforce or ChurnZero. Being able to talk about your hands-on experience with these tools will show that you're ready to hit the ground running.
✨Tip Number 4
Showcase your communication skills. As you'll be providing feedback to Customer Success Representatives, demonstrating your ability to communicate clearly and diplomatically will be crucial in the interview process.
We think you need these skills to ace Customer Success Quality Assessor
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Success Quality Assessor position. Understand the key responsibilities and required skills, as this will help you tailor your application.
Tailor Your CV: Highlight relevant experience in customer success, quality assurance, or customer support roles. Use specific examples that demonstrate your analytical skills, attention to detail, and ability to provide constructive feedback.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and continuous improvement. Mention how your skills align with the company's goals and values, and provide examples of how you've contributed to quality assurance in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role you're applying for.
How to prepare for a job interview at Once For All Limited
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Success Quality Assessor. Familiarise yourself with quality monitoring, feedback processes, and compliance standards to demonstrate your knowledge during the interview.
✨Showcase Your Analytical Skills
Prepare examples from your past experience where you've successfully analysed data or provided actionable feedback. Highlight how your analytical skills can contribute to improving customer interactions and overall service quality.
✨Demonstrate Communication Skills
Since this role involves providing feedback and coaching, be ready to showcase your communication skills. Practice articulating your thoughts clearly and diplomatically, especially when discussing performance issues.
✨Familiarise Yourself with Relevant Tools
If you have experience with CRM and QA tools like Salesforce or ChurnZero, be prepared to discuss it. If not, do some research on these tools to show your willingness to learn and adapt to the company's systems.
