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Quality Coordinator

  • Full-time
  • Quality
  • Regular Homeworker

Description

Full-time, permanent


£20,085 per annum plus home working allowance

Based: Home working and office


We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age. Hood Group is a dynamic, forward thinking customer management business that provides outsourced customer services for well-known UK trusted brands.


Provide a ‘second line of defence’ in the assessment of output (calls, correspondence, e-mail, live chat, & other operational processes) within Hood Group. Provide feedback to Managers, against defined quality standards, in order to improve the overall quality of service provided by the Group.

 

Holding monthly call calibration & RCA (root cause analysis) sessions directly with our clients and internal staff at HG.

 

Involved in projects regularly, highlighting what will be needed from a QA point of view and making sure this is implemented within the project.

 

This role will also be involved in the delivery & creation of business-related communications across Operations.

 

This role will be split between working in the Southend on Sea Office and from home.

 


Requirements

What will I do in the role? 


  • Provide an advice service for Managers on quality
  • Complete second line checks on calls, correspondence, live chat and other business processes within agreed timescales
  • Organise and conduct regular call calibration sessions with management & clients
  • Produce reports for the Head of Operations and brand partners as required
  • Co-ordinate Communications within the Operation, ensuring that vital information reaches the right people within the department, using a variety of channels, including Microsoft Teams
  • Responsible for the administration of the Red Box system
  • Responsible for the administration of NPS/CES & CSAT via BizVu system
  • Attend project meetings and arrange what is needed with QA
  • Be able to write a process competently, and make sure processes are version controlled and up-to-date
  • Deal with incidents that come into the QA inbox
  • DSAR (data subject access requests) – These are very time restrictive, and all the data needs to be collated and sent to Compliance within a certain time
  • Provide data when an audit come in from the audit manager
  • Deal with all items that come into the QA inbox
  • Any other adhoc duties as required

 

What do I need?


  • Call handling experience in a Customer Services environment
  • Ideally experience in Quality Assurance environment
  • Ability to understand the importance of confidentiality in handling customer personal data
  • Minimum of 5 GCSEs at grade 4-9(C- A*) or equivalent to include Mathematics and English

 


Benefits

Why work for us?


To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits;


  • “The best job ever!“ feeling
  • Various high street discounts – including discounted local theatres tickets, Merlin attractions
  • We are offering 31 days annual leave (including bank holidays)
  • Employee Assistance Program
  • Health & Wellbeing Program
  • Incentive of £250 on Refer a friend scheme
  • Learning & Development assistance Program
  • Loyalty rewards
  • Private Medical Health Care
  • Private Health Insurance
  • Eye Care Vouchers
  • Pension Scheme


And there’s more benefits…….


We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street. This is a key part of our hybrid model, having a space where people can work together collaboratively and catch up in person. Whether that’s coming in for training, meetings, workshops or simply coming in to work! We offer home working for all staff, whether regularly or occasionally, allowing flexibility and a good work life balance around other commitments and family life.


We will provide your laptop and any other professional equipment required and you will also receive a working from home allowance.