Back to search.Lycamobile - Scandinavian - Call Centre Quality Analyst
| Employment Type: | Permanent |
| Location: | Central London - London, United Kingdom, London |
| Salary: | Competitive |
| Languages: | English, Danish, Norwegian, Swedish |
| Required Languages: | 2 |
The Role
Working within a busy professional Telecomms based call centre, doing live and remote call monitoring , documenting call behaviours and providing necessary feedback.
Key Responsibilities:
Participating in design of call monitoring formats and quality standards.
Performing call monitoring, identifying errors and best practices on the call.
Documenting call behaviours and giving appropriate feedback to the customer service agents.
Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
Identifying call drivers and reporting to Quality Manager.
Using appropriate data management system to compile and track performance at team and individual level.
Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
Providing training team with actionable data as and when required.
Providing feedback to call centre team leaders and managers.
Preparing and analysing internal and external quality reports / presentations for management staff review.
Person Specification:
Must have excellent spoken and written skills in: Norwegian, Swedish, Danish language as well as good communication skills in English language
Two years of call centre customer care experience, preferably in a Telecomms environment.
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
Intermediate to advanced level of knowledge with Telecom industry
Strong knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Working requirements:
Mon - Fri - 9:00am to 6:00 pm, optional Saturdays
Working within a busy professional Telecomms based call centre, doing live and remote call monitoring , documenting call behaviours and providing necessary feedback.
Key Responsibilities:
Participating in design of call monitoring formats and quality standards.
Performing call monitoring, identifying errors and best practices on the call.
Documenting call behaviours and giving appropriate feedback to the customer service agents.
Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
Identifying call drivers and reporting to Quality Manager.
Using appropriate data management system to compile and track performance at team and individual level.
Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
Providing training team with actionable data as and when required.
Providing feedback to call centre team leaders and managers.
Preparing and analysing internal and external quality reports / presentations for management staff review.
Person Specification:
Must have excellent spoken and written skills in: Norwegian, Swedish, Danish language as well as good communication skills in English language
Two years of call centre customer care experience, preferably in a Telecomms environment.
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
Intermediate to advanced level of knowledge with Telecom industry
Strong knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Working requirements:
Mon - Fri - 9:00am to 6:00 pm, optional Saturdays
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in the UK may apply.
You cannot apply for this job as it is no longer active.
