Quality Assurance Executive

Role overview:

Quality Assurance Executive

Warrington Contact Centre (1605)

Fixed Term Contract - 12 Months

Full Time

Grade 3

Hybrid available, you'll be required to work onsite at least 2 days per month.

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

You will monitor customer interactions across a variety of products including insurance, credit and care services. In doing so, you will need to consider the different regulatory requirements e.g. Financial Conduct Authority, Central Bank of Ireland, Competition and Markets Authority etc, and assess each employee’s compliance against pre-set criteria. You will also be required to identify any relevant trends, along with opportunities to improve the overall performance and quality.

Role overview:

As part of this role, you’ll be responsible for:

• Analyse customer interactions and transactions and assess against pre-defined quality scorecards - clearly noting associated feedback and any remedial action required
• Ensure basic expectations of each workstream are met through monitoring, including ID&V, sales opportunities, service queries and mandatory procedures
• Identify service delivery areas that need additional coaching and provide prompt feedback to all relevant parties through closed loop channels
• Work proactively to identify and assist in implementing process improvements where necessary
• Identify and appropriately escalate any serious issues – relating but not limited to processes, compliance, and regulatory breaches
• Assess the quality of outcomes during customer interactions
• Ensure outcome testing volumes are achieved with consistent grading
• Enter and update data into relevant reports and trackers accurately, to ensure reporting correctly reflects the current performance
• Provide insight and analysis to key stakeholders to improve customer journeys, provide business cost savings or efficiencies, and/or reduce customer complaints
  
  

You will need: 

Essential 

• Excellent organisational and time management skills
• Good analytical skills with a keen eye for detail
• Excellent written and verbal communication skills
• Confident decision making
  
  

Ideal 

• Working knowledge of Microsoft Office
• Experience working in a Contact Centre environment 
• Previous experience in Quality Assurance would be advantageous 
• A basic understanding of UK & ROI regulations in Financial Services
  
  

Why join us:

We’re one team and we celebrate all the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits including:

• Discounts at our Currys stores and on our partner networks
• Life Assurance and Sharesave scheme
• Access to a variety of Wellbeing initiatives including cycle to work and eyecare
• Access to the Aviva Digital GP app, where you can access a GP 24/7
  
  

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we’ll do our best to help.