Contact Centre Quality Advisor

Quality Assurance Birmingham, United Kingdom


Position at Connect Distribution Services Limited

Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With fifty years of experience, we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including De'Longhi, Whirlpool, Hotpoint, Hoover and Bosch to name a few!

We have an exciting opportunity for a Quality Advisor to join our Quality Team within our ever expanding business. 

As Quality Advisor, the role will involve monitoring, analysing, improving and maintaining the quality of customer contacts dealt with by contact centre advisors and providing feedback to relevant staff and managers in order to ensure complete customer satisfaction.

Duties and Responsibilities will include:

  • Monitoring all types of customer contacts in to our contact centre (calls, emails, live chat)
  • Identifying contacts that do not meet the required standard and provide feedback within a timely manner
  • Providing constructive and positive feedback to contact centre operators
  • Work with the Learning & Development team to identity and provide additional support and training where required.

 As Quality Advisor It’s important you have:

  • GCSE's or equivalent in Maths and English
  • Experience of working in a contact centre
  • Ability to collect, analyse data and create reports
  • A passion for customer satisfaction and continual improvement
  • The ability to manage own workload
  • The confidence to provide support and feedback

We would be really excited if you have:

  • Experience of managing a team
  • Experience of coaching/mentoring
  • Experience of using Redbox

What we offer:

  • Free on-site parking
  • 31 days annual leave (including bank holidays)
  • Pension scheme
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Potential to win access to Football tickets for Birmingham City home games
  • Staff discounts on all products
  • Eye Test vouchers

Job Type: Full-time