Contact Center Quality Assurance Analysist
Consumer & Customer Care
Full Time
Luton, United Kingdom
2022-06-13

SHAPE LIVING FOR THE BETTER

By creating desirable solutions and great experiences that enrich people’s daily lives and the health of our planet, we want to be a driving force in delivering enjoyable and sustainable living. We go to work every day determined to shape living for the better – for our customers and for the health of our planet.

For that, we employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.

This is an office-based position working from our Luton office.

Do you want to be involved in analyzing and developing our Contact Center?

We are now looking for an Contact Center Quality Assurance Analyst who have a heart for the consumer and a strong sense of detail and quality.

Responsibilities:
·  Working closely with the Contact Centre Key Stakeholders to maintain a high standard of service and meeting required compliance levels
·  Quality mark and analyse agents inbound work including telephone calls and other workstreams within a timetable structure
·  Be able to analyse and interpret data for Quality and Call information from business reports including NPS Scores and Quality of Call
·  Monitoring quality and performance levels against targets through feedback, analysing reporting, including Net Promotor Scores, call durations, wait times and conversion
·  Manage multiple tasks, prioritising conflicting operational targets, highlighting potential areas of improvements to performance

Qualifications:
·  Consumer driven with a desire achieve a first-class consumer experience
·  Excellent interpersonal skills – able to communicate and contribute effectively with a large team, including peers and managers
·  High level of attention to detail
·  Committed to being impartial and having the consumer at heart
·  Ability to assimilate data, rapidly identifying performance trends and corrective actions

Required Languages:
·  Fluent English

At Electrolux, we take responsibility for our development in a supportive environment where we embrace our differences and learn from each other. In a truly multicultural setting, we shape living for the better and create remarkable experiences for employees and consumers, all around the globe.

Find out more on:
https://www.linkedin.com/company/electrolux/life/ukireland

Electrolux is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our brands, including Electrolux, AEG and Frigidaire, we sell approximately 60 million household products in approximately 120 markets every year. In 2020 Electrolux had sales of SEK 116 billion and employed 48,000 people around the world. For more information go to www.electroluxgroup.com.  

 

#LI-LP1

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'