Quality Controller

Scotland, Falkirk, Larbert
£20000 per annum
11 Jan 2017
08 Feb 2017
Melissa Brown
Contract Type
Full Time
Adecco are currently recruiting for a Quality Controller for our client based in Larbert.

This position will offer the successful candidate a unique opportunity to join a new contact centre based operation working on behalf of Scottish Power.

This is initially a 3 month contract starting in January 2017 with potential to go permanent.

The Quality Controller will be responsible for

* Conducting call monitoring, across various call types to ensure quality and compliance standards are achieved.
* Review call evaluations and provide feedback on consistency of scoring and internal processes.
* Evaluate quality performance results and highlight trends and re-occurring issues to drive improvements in the required areas.
* Maintain up to date knowledge at all times with best practices and call handling standards.
* Conduct ad-hoc file and QA audits when required
* Ensure all set productivity and quality targets are achieved within the agreed timescales

Skills and Experience

* A proven track record of delivering excellent quality performance is essential
* Previous experience of call monitoring
* Excellent written and verbal communications
* Ability to build and maintain strong relationships
* Diplomatic in approach, have the ability to constructively provide feedback and influence outcomes

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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