Quality Assurance Officer

Salary: £27,000 - £29,000Location: Harlow, blended working available after completion of probationJob headline:As a Quality Assurance Officer your primary responsibility will be to carry out a specific number of quality assessments each week, in addition to providing feedback to the agent and the Team Manager in a timely manner. You will also be responsible for providing accurate and timely Management Information to the Quality and Coaching Team Manager. What you'll be doing: Ensure each member of the relevant team receives the specified number of QA assessments per month. Ensure all QA assessments are fed back to the team member in a timely manner. Offer feedback supporting any coaching and action plans around the individual's development areas. Providing personal feedback on any disputed scores. Ensure all Quality Assurance checks are focused on appropriate and fair solutions for the beneficiary, considering individual circumstances and any potential or known vulnerabilities. Ensure all Quality Assurance checks are completed against our quality framework and in line with company policies. Utilising systems and technology to support a 'quality first' culture. Provide accurate and timely management information to the Quality and Coaching Team Manager, including in-depth route cause analysis and summaries. What will make you great in this role?You will be focussed and engaging, with an analytical approach and a passion for supporting and developing people.About you:Must haves: Previous proven experience working on Quality Assurance or Quality Control. Diligent and high performing work ethic. A 'can do' attitude and the desire to succeed. Previous experience of conducting coaching in a business environment, preferably within a customer service or contact centre environment. Exceptional communication skills both oral and written, with the ability to effectively question and actively listen. Strong organisational skills with the ability to effectively plan. The ability to manage complex workloads and priorities. The ability to analyse and interpret data and produce reports. The ability to cope in a fast paced environment where priorities may change at short notice. Nice to haves: Experience of working with vulnerable customer groups. A keen interest in emerging technological approaches to Quality Assurance. Reporting lines and relationshipsReports to: Quality and Coaching Team ManagerKey relationships: Learning and Development Manager, Operations Managers, Team Managers, Case Managers, General Enquiry Assistants Extra Information You will receive comprehensive induction training upon joining us. You will be based in the office in Harlow with blended working available on completion of probationary period. Motability Foundation At Motability Foundation we fund, support, research and innovate so that all disabled people can make the journeys they choose. We oversee the Motability Foundation Scheme and provide grants to help people use it, providing access to transport to hundreds of thousands of people a year. We award grants to other charities and organisations who provide different types of transport, or work towards making transport accessible. We also carry out ongoing research, in partnership with disabled people and key stakeholders in the industry, to inspire innovations that continue to champion accessible transport for all.Benefits?? WHAT MOTABILITY CAN OFFER YOU ??A career with Motability can offer you so much more than earning potential. We pride ourselves in offering some fantastic benefits and a culture to match, some of which includes;?? Holiday - 26 Days + 8 Bank Holidays, increasing to 28 days after 5 years' service?? Health and Wellbeing - We offer private health care with BUPA alongside an Employee Assistance Programme, eye tests, flu vaccinations, enhanced sick pay and discounted corporate gym membership. We take your physical AND Mental Health seriously, with our dedicated mental health first aiders you will have support and understanding from your colleagues.?? Family Friendly - We offer enhanced Parental Leave inclusive of Adoption Pay and we understand that families require flexibility, we provide time off for dependants, flexible working hours and the option to work from home. Life Assurance is 4 x your salary.?? Diversity and Inclusion - We value everyone's unique qualities and celebrate having a diverse and inclusive culture where everyone feels safe to be their authentic selves, no matter their age, ethnicity, religion, gender identity, sexual orientation, disability status, neurodiversity or otherwise. This is embedded in to our values and we celebrate our differences and create awareness throughout the year.?? Celebrating Success - We love to recognise people that go above and beyond with our Spotlight Award as well as having team celebrations and social events throughout the year.?? Our culture - In the Motability office we "dress for our day", it's an incredibly welcoming and inclusive environment where we look to support your career, we offer a mini bus service from Harlow Town centre and station for those using public transport to reach us and there are plenty of free hot beverages for when you arrive.?? Pension - Up to 15%, inclusive of a 10% non-contributory addition and Motability matching your contributions up to 5%We are a disability confident employer, feel free to make us aware of any reasonable adjustments you might need.How to find out more?To find out more regarding the vacancy and for the full job description, please contact our Talent Team at: are a disability confident employer, feel free to make us aware of any reasonable adjustments you might need.Due to the number of applications we will only contact those candidates who are successful.