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- Tasks: Ensure quality standards in customer service through call checks and performance monitoring.
- Company: Join Riverside, a leading housing association with 90 years of community impact.
- Benefits: Enjoy competitive pay, 28 days holiday, flexible working, and personal development opportunities.
- Why this job: Make a difference by improving service quality and supporting your team’s success.
- Qualifications: Strong communication, analytical skills, and experience in fast-paced environments required.
- Other info: Diverse workplace committed to inclusion and personal growth.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
- Assure quality standards by completing disparity checks on calls and systems across Customer Services Directorate, Helpline, Income Management and Housing Services Management.
- Remain up‑to‑date in all disciplines responsible for monitoring, inspecting and proposing measures to correct and improve quality standards.
- Complete Call Quality checks for new employees to achieve accredited status from initial training, and work with the Training Specialist to create handover packs for each Team Leader.
- Align Quality Score across Call Quality, Digital Communications and case management by completing monthly disparity checks.
- Maintain accurate records of non‑conformant processing, including root‑cause analysis and corrective actions.
- Provide monthly status packs for the department manager, feeding into the Monthly Performance Pack for the overall manager.
- Ensure training effectiveness by monitoring performance after interventions.
- Compile a weekly call selection for Team Leaders.
- Perform weekly Evaluagent audits to deliver timely feedback for the operation.
- Collaborate with Team Leaders, Managers and advisors to drive performance improvements within each team.
- Capture and report accurate and meaningful department performance data, maximizing use of appropriate systems.
- Produce clear monthly reports, including impact of development, working closely with the Training Specialist.
- Maintain up‑to‑date knowledge of policies and procedures to support the Customer Services Directorate.
Qualifications
- Excellent written and verbal communication skills with the ability to work at all levels.
- Excellent analytical and problem‑solving skills.
- Experience working in a fast‑paced, challenging environment.
- Good technical ability and comfort learning new technologies.
- Proven track record of analysing data and providing commentary to support decision‑making.
- Highly skilled in numerical and statistical analysis.
- Excellent attention to detail, ensuring errors are identified.
- Ability to manage stakeholders effectively.
- Ability to work under pressure and meet strict deadlines.
Desirable Qualifications
- Knowledge of Quality Assurance terminology, methods and tools.
- Understanding of Agile methodology and how QA functions.
Benefits
- Competitive pay and generous pension.
- 28 days holidays plus bank holidays.
- Flexible working options available.
- Investment in learning, personal development and technology.
- A wide range of other benefits.
About the Company
Riverside is a housing association that has revitalised neighbourhoods for 90 years, offering over 75,000 affordable residential and retirement homes across the UK and providing diverse services ranging from homelessness support to social care. Diversity and Inclusion – Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for applicants who meet the minimum requirements for the role.
Quality Assurance Assessor in Liverpool employer: Riverside View All Jobs
Contact Detail:
Riverside View All Jobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Assessor in Liverpool
✨Tip Number 1
Network like a pro! Reach out to current employees at Riverside through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Quality Assurance Assessor role.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of Quality Assurance terminology and methods. We recommend creating a cheat sheet with key concepts and examples to showcase your expertise during the chat.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive performance improvements in past roles. We love seeing candidates who can back up their claims with real-life examples.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest job openings and updates right there.
We think you need these skills to ace Quality Assurance Assessor in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in quality assurance and customer service. We want to see how your skills align with the responsibilities listed in the job description.
Show Off Your Communication Skills: Since excellent written and verbal communication is key for this role, ensure your application is clear, concise, and free of errors. We love a well-structured application that reflects your attention to detail!
Highlight Your Analytical Skills: Don’t forget to showcase your analytical and problem-solving abilities. Mention any relevant experience you have with data analysis or performance monitoring, as this will resonate well with us.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Riverside View All Jobs
✨Know Your Quality Assurance Basics
Before heading into the interview, brush up on your knowledge of Quality Assurance terminology, methods, and tools. Being able to speak confidently about these topics will show that you’re not just familiar with the role but also genuinely interested in it.
✨Showcase Your Analytical Skills
Prepare examples from your past experiences where you've successfully analysed data and provided insights. This could be anything from identifying trends in call quality to suggesting improvements based on your findings. Be ready to discuss how your analytical skills can contribute to the team.
✨Demonstrate Effective Communication
Since the role requires excellent written and verbal communication skills, practice articulating your thoughts clearly. You might want to prepare a brief summary of your previous roles and how they relate to this position, ensuring you can convey your ideas effectively during the interview.
✨Be Ready for Scenario Questions
Expect questions that assess how you would handle specific situations, such as dealing with non-conformant processing or collaborating with Team Leaders. Think through potential scenarios and how you would approach them, highlighting your problem-solving abilities and attention to detail.