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- Tasks: Ensure top-notch quality and handle customer feedback in a dynamic operations centre.
- Company: Join Integral, part of JLL, a leading facilities and maintenance firm in the UK.
- Benefits: Competitive salary, diverse work environment, and opportunities for career growth.
- Why this job: Make a real impact by enhancing customer satisfaction and driving operational excellence.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Collaborate with a passionate team and innovate on landmark projects.
The predicted salary is between 30000 - 50000 £ per year.
We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.
Day To Day
- Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.
- Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation.
- Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.
- Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.
- Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention.
- Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution.
- Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues.
- Prepare and present reports on complaint resolution and customer feedback to management and key stakeholders.
- Act as a liaison between Centre operations and other departments to ensure alignment and consistency in addressing customer concerns.
Skills, Experience And Qualifications
- Proven experience in a customer service, call centre, or helpdesk environment, with a focus on quality assurance and complaint handling.
- Strong understanding of centre operations, customer service best practices, and performance metrics.
- Excellent communication and interpersonal skills, with a focus on empathy, active listening, and conflict resolution.
- Proficiency in using CAFM software and tools to track and monitor customer interactions and performance metrics.
- Analytical mindset with the ability to identify trends, patterns, and root causes of customer complaints and feedback.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Certification in quality management or customer service is a plus.
We are committed to creating a diverse and inclusive work environment and encourage individuals from all backgrounds to apply.
Quality Assurance employer: theBluePill
Contact Detail:
theBluePill Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to quality assurance. Think about how you would handle customer complaints and be ready to share your experiences.
✨Tip Number 3
Showcase your analytical skills! Be prepared to discuss how you've identified trends or improved processes in previous roles. This will demonstrate your value to potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way for us to see your application and get to know you better. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Quality Assurance
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality Assurance role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Skills: In your application, don’t just list your skills—show us how you've used them in real situations. Whether it’s handling complaints or improving processes, we love seeing concrete examples of your achievements.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Don’t miss out!
How to prepare for a job interview at theBluePill
✨Know Your Quality Assurance Basics
Before the interview, brush up on your knowledge of quality assurance principles and customer service best practices. Be ready to discuss how you’ve applied these in previous roles, especially in handling complaints and ensuring service delivery.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you've faced in customer service. Prepare examples that showcase your problem-solving skills, particularly how you resolved escalated complaints and improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with Performance Metrics
Since the role involves analysing performance metrics, make sure you understand common KPIs in quality assurance. Be prepared to discuss how you’ve used data to identify trends and implement improvements in past positions.
✨Showcase Your Communication Skills
As a Quality Assurance and Complaints Handling Specialist, strong communication is key. Practice articulating your thoughts clearly and empathetically. During the interview, demonstrate active listening by engaging with the interviewer’s questions and responding thoughtfully.