Spanish Speaking Quality Control Officer

Date Posted: 27 days ago
Salary:
Southend-on-Sea SS1•Temporarily Remote

Job Description

We are looking an experienced Quality Control Officer to join us on a permanent basis supporting our in-house Quality Control team.

IMPORTANT: You will based from our offices in Southend-on-Sea, Essex so you must live within commutable distance.


Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.


What will I do in the role?

  • Coach and develop the advisors on ensuring the highest quality of customer service by providing clear & detailed contact evaluations with a balanced approach
  • Ensure all feedback is constructive
  • Understand the clients requirements and assess the framework of scoring
  • Regularly review advisor contacts and ensure you are hitting the required SLA and KPI
  • Communicate any issues appropriately
  • Complete call monitoring framework appropriately ensuring that all sections are completed accurately
  • Keep track of all contacts monitored using the trackers
  • Coordinating and facilitating call calibration sessions for call centre staff, and participating in external calibration sessions.
  • Producing internal performance reports for management
  • Identifying customer detriment, and where applicable, set and follow up on remedial tasks
  • Through contact monitoring, identify any script, template or training anomalies & assist with suggestions for improvement
  • Attend training sessions on new or updated campaign information
  • Support other team members on additional campaigns where required
  • Work closely with Account Managers, Service Delivery Managers to support the Quality on the account
  • Direct client contact where necessary
  • Participate in regular Quality Performance meetings, subject to the account
  • Participate in Internal & external Quality screening calibrations
  • Undertake any additional tasks the Quality Control Manager may ask
  • Where call volumes overflow you may be required to take customer calls as a CSA

What do I need?

  • Fluency in Spanish and English, both written and spoken (practical use of both languages is required)
  • Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
  • Excellent interpersonal and communication skills
  • Excellent QC scores when audited
  • Highly flexible approach with a keen eye for detail
  • Competent user of MS Office suite
  • Worked within a fast-paced environment
  • Great problem solving & analytical skills
  • A good understanding of regulatory requirements, e.g. GDPR/DPA
  • Understanding of Quality Control
  • Ideally coaching and mentoring experience

What will I be paid?

We offer a competitive salary of £24,960 per annum.


Working Hours

  • You will need to be able to work Monday to Friday from 09:00 - 18:00.
  • Full time – 40 hours per week
  • Permanent

Location

This will be an office-based role, however, due to the current circumstances with Covid-19, there may be a requirement to work remotely, therefore, your own laptop/PC running Windows 10 and a strong broadband connection are essential. Upon receipt of your application, you will be sent a link to complete a technical specifications questionnaire - we look forward to hearing from you!

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Job Detail

  • Job Id
    d4d40543985874ed
  • Location
    Southend-on-Sea SS1•Temporarily Remote
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact Ventrica

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