Customer Quality Assurance Lead

Customer Quality Assurance Lead
Bedford (Hybrid)
£31,500 per annum
Permanent
Full time (37 hours per week)
Are you passionate about customer quality assurance and seeking a new opportunity?
bpha have a fantastic new role available for an experienced Customer Quality Assurance Lead to work within our Customer Communications Centre in this key role you will ensure the delivery of high levels of customer satisfaction at all times, examining opportunities for continuous improvement. You'll be responsible for implementing changes where customer service delivery does not meet high levels of customer satisfaction to improve customer satisfaction results.
What you will be doing:
Carrying out quality checks and report findings within given timescales
Producing reports to aid discussions to drive continued performance improvement
Driving change and improvement in performance and quality
Identifying data gaps and process change requirements to improve the customer experience
Identifying training needs within the department, working with stakeholders to arrange delivery of training
We’d love to meet someone with:
Excellent written business communication skills
Demonstrable numeracy and analytical skills gained in a business environment
Has a proactive approach towards the delivery of service
Ability to work using your own initiative
Excellent analytical skills, able to analyse large and small sets of data to draw suitable conclusions and/or spot trends
Ability to identify service improvements and implement change working in partnership with key stakeholders
Ability to use MS Word, Excel and Outlook in a business environment
Experience of social housing.
Amongst what we offer you is:
A competitive salary of £31,500.
28 days holiday PLUS Bank Holiday
A generous contributory pension scheme
Private health care
Free life assurance
Access to an extensive suite of wellbeing services and tools including a digital gym
Opportunities for learning and development
Discounted gym membership
Retail discount scheme
The successful candidate will need to complete a basic DBS application.
Closing date: 4th June 2024
Interviews will take place throughout the recruitment campaign so please apply asap
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
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