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Job Descrption

JOB PURPOSE
• PLEASE NOTE THIS ROLE WILL BE BASED FULL TIME IN WOKING*
As the Quality Assurance Coordinator, you will conduct routine quality assessments, coach our team for excellence and ensure that every customer solution is fair and in line with our policies. With your incredible attention to detail, experience in customer service environments and strong communication skills, you'll be the torchbearer for quality across our Contact Centre team.
KEY ACCOUNTABILITIES
• Ensures each member of our team receives the specified number of QA assessments per month
• Ensures all QA assessments are fed back to team members in a timely manner
• Provides coaching and action plans around the individual’s development areas
• Ensures all quality assurance checks are completed in line with company policies
• Provides accurate and timely management information to the Contact Centre Manager, including in-depth route cause analysis and summaries
• Has the ability to confidently navigate our inhouse... reservation systems to understand all processes for the queries we receive such as sales, reservations changes, purchase of additional services, and special requests
• Coaches all team members to promote and upsell MSC Cruises products and services to generate additional revenue
• Reports customer feedback on web functionalities and content when observed during call listening or email checks
• Assists with in-house support and training of new staff, when required
• Participates in monitoring, evaluating coaching methods, training, hardware/software tool implementations in the absence of the Quality and Training Executive
• Contributes ideas and process for training materials to support the Quality and Training Executive
• Takes on and delivers morning briefings to the team as requested
• Participates and supports all new Cruise Specialists during their induction and nesting periods
• Supports induction training where requested by the Training Executive or Contact Centre Manager
QUALIFICATIONS (skills, competencies, experience)
• Fluent English, oral and written
• Excellent attention to detail and accuracy
• Experience of working in a regulated financial services environment is desirable
• Experience of coaching and delivering feedback including developing people
• Excellent communication skills, both verbal and written
• Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines
• Excellent time management and organisational skills
• A background in Customer Service or Call Handling is desirable
• Good knowledge of Microsoft Office package
• Ability to work flexibly to the needs of the business
• Ability to think outside the box and be open to new challenges
• Flexibility to attend training events and/or educationals
VISA REQUIREMENTS (if any)
• Full Right to Work in UK

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