Quality Assurance Assessor - Customer Contact & Resolution

Job Description

Job Title: Quality Assurance Assessor - Contact Centre & ResolutionContract Type: Fixed term for up to 12 months Salary: £28,085.61 (£30,869.10 is achieved after 12 months successful performance in the role) Working Hours: 35 hours per week, full time Working Pattern: Monday to Friday  Location: Location can be Speke, Liverpool or CarlisleIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. 
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. The difference you will make as a Quality Assurance Assessor - Contact Centre & Resolution
You will be responsible for the governance of all quality and providing information regarding call drivers within the Customer Services Directorate.   Working within agreed operating hours to support Group-wide goalsAbout you 
We are looking for someone with 
•  Excellent written and verbal communication with the ability to work and communicate at all levels. 
•  Excellent analytical and problem-solving skills
•  Experience of working within a fast paced and challenging environmentWhy Riverside? 
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.  
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. 
Working with us, you’ll enjoy: 
•  Competitive pay & generous pension  
•  28 days holidays plus bank holidays 
•  Flexible working options available 
•  Investment in your learning, personal development and technology 
•  A wide range of benefits Diversity and Inclusion at Riverside:  
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.  
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Applications may close before the deadline, so please apply early to be considered.  Role Profile  
•  Quality Assurance Assessor, assuring quality standards are being adhered to by completing disparity checks on calls and systems covering all areas in the Customer Services Directorate, Customer Services, Helpline, Income Management and Housing Services Management. 
•  Quality Assurance Assessor  must remain up to date in all disciplines they are responsible for monitoring, inspecting and proposing measures to correct and improve quality standards
•  Complete Call Quality checks for new employees to obtain accredited status from initial training, work collaboratively with Training Specialist creating handover pack for each Team Leader  
•  Responsible Quality Score alignment across Call Quality, Digital Communications and case management by completing monthly disparity checks. 
•  Carefully maintain no conformant processing through records and tracking systems, including root cause and corrective actions.
•  Work with Training Specialist to providing data from call quality a monthly status pack for department Manager and feed into Monthly Performance Pack for Manager detailing performance, progress and areas for concern. 
•  Work with Training specialist to ensure effectiveness of training by monitoring performance post-intervention.
•  Complete a Weekly Call selection for Team Leaders. 
•  Perform weekly Evaluagent Audits to ensure feedback for the operation has been delivered and within a timely fashion.
•  Work collaboratively with Team Leaders, Managers & advisors to continue driving performance improvements within each team.
•  Ensure accurate and meaningful department performance data is captured maximising the use of appropriate systems.
•  Produce clear meaningful monthly reports including the impact of development working closely with the Training Specialist 
•  Ensure you keep up to date with policies and procedures to effectively support Customer Services DirectoratePerson specification Knowledge, Skills and Experience Essential 
•  Excellent written and verbal communication with the ability to work and communicate at all levels. 
•  Excellent analytical and problem-solving skills
•  Experience of working within a fast paced and challenging environment
•  Good technical ability and able to work with new technologies.
•  Proven track record of analysing data and providing commentary to support. 
•  Highly skilled in numerical and statistical analysis. 
•  Good attention to detail to ensure the smallest of errors are identified.
•  Ability to manage stakeholders effectively. 
•  Ability to work under pressure and deliver to strict deadlines.Desirable 
•  Knowledge of Quality Assurance terminology, methods and tools. 
•  Understanding of Agile methodology and how QA functions.