Quality Assessor

Why choose us?

Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.

What's in it for you?

• 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
• Hybrid working options.
• Enhanced Maternity and Adoption leave.
• 24/7 free and confidential employee assistance service.
• Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
• Access to our Share Incentive Plan which allows you to become a shareholder in a tax-efficient way and benefit from the success of the company
• Life Insurance (4 x annual salary)
• Pension matching scheme (up to 5% of salary)
• Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.

What's the role?

To undertake call monitoring to ensure that we are delivering great customer conversations and meeting our compliance requirements, coaching and continuous improvement. The Quality Assessor will support induction training and new start mentoring, alongside the development and alignment of training across the business.

Work Schedule - Hybrid working Monday-Friday on a 40 hour week, between the hours of 8am and 8pm.

Key responsibilities:

• Quality assess calls using quality framework to ensure great customer conversations are being delivered consistently.
• Provide feedback to Team leaders via an agreed cascade process.
• Identify compliance failures and provide relevant information to leadership.
• Provide coaching and support to advisors where failures have occurred.
• Deliver monthly reporting on trends, volumes and KPI’s.
• Work closely with Contact Centre Manager and other key stake holders to drive continual improvement.
• Arrange calibration sessions with colleagues to standardize the way we assess calls and to develop QA framework.
• Support new induction and ongoing training requirements within the contact centre.
• Develop training material in alignment with other key business areas.
• Provide mentoring for new starters with a view to them achieving their full potential.
• Complete coaching documentation for team leader to be included in 1-2-1 conversations.
• Build and maintain strong relationships with Contact Centre Manager and other key stakeholders.
• Strive to deliver the future of smart energy in line with our company vision and values.
• Any other duties as required

To be considered for this role, we would love you to have:

• Five GCSEs grades A*-C or equivalent
• Contact Centre Experience
• Training / Coaching Experience and be able to motivate others.
• Effectively communicate with your colleagues, whilst also clearly and concisely reporting to Operation Support Managers.
• A natural ability to identify opportunities to improve the way we work for the benefit of our customers and our people.
• Ability to work well under pressure whilst constantly achieving pre-agreed deadlines.

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