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Job Title: Quality Control Specialist

Location: Bolton

Salary: 22K (Negotiable)

Hours of Work: 9-5

Start Date: Immediately (flexible for notice periods)

We are currently seeking a highly detail-oriented and proactive individual to fill the role of Quality Control Specialist, specializing in call monitoring and appointment scheduling.

Duties of a Quality Control Specialist

In this role you will be working in the admin team to ensure high quality skills. Reporting to the operations manager. What you will be doing day to day:

Call Monitoring - Listen to recorded calls to ensure compliance with established quality standards. Assess calls for qualification accuracy and adherence to scripting guidelines. Provide constructive feedback to call agents to enhance performance and customer engagement.
Appointment Scheduling - Effectively manage and update field agents' calendars with qualified appointments. Coordinate with call agents to schedule appointments based on customer preferences. Ensure accurate and timely entry of appointment details into relevant systems and spreadsheets.
Statistical Monitoring - Monitor and analyse key performance indicators (KPIs) related to call quality and appointment scheduling. Generate regular reports highlighting trends, areas for improvement, and team achievements.
Customer Interaction - Call customers to confirm and adjust appointments if necessary, ensuring optimal scheduling. Provide exceptional customer service and address any inquiries related to appointments or scheduling changes.
Feedback Collection - Collaborate with field sales representatives to gather feedback after meetings and appointments. Document feedback, identify trends, and communicate insights to improve overall service quality.
Skills and experience

You need have experience with;

Proven experience in call monitoring, appointment scheduling, or a related field.
Strong attention to detail with excellent organizational and multitasking skills.
Effective communication skills, both written and verbal.
Proficient in using relevant software and tools for scheduling and spreadsheet management.
It would be beneficial to the role if you also had;

Admin experience
Telecoms experience
What the client offers a Quality

This client offers:

Free car parking
Competitive commission structure + bonuses
Professional development and advancement within the company
A collaborative and supportive work environment focused on continuous improvement.
Access to cutting-edge tools and technologies to enhance job performance.
About the Client

Our client is a that are looking for a quality control specialist to join their team on a permanent basis. Youll be joining a dynamic and customer-centric team, our client is a leader in the telecoms industry, committed to delivering exceptional service and fostering a culture of continuous improvement.

Next Steps:

Apply to this role through this advert. If you would like more information about this role, please contact Mollie Mathews on our commercial team on (phone number removed).

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