Virgin Media SME/QA

Company	AccentureSee more
Address	Newcastle, Down
Category	Accounting & Finance

Job description

SME/Quality Assurance (Customer Services) - on behalf of Virgin Media 02

Hybrid working: 50% office based (Newcastle - Cobalt Business Park), 50% home based (after completion of up to 10 weeks office-based training)

Salary: competitive

Career Level: 11

Shift patterns are Monday to Friday from 8am - 8pm (including bank holidays) with occasional weekends.

Even in today’s digital world, there are times when customers want a personal touch, or help that only a human being can give them – and that’s where you come in. As a Subject Matter Expert, you'll be involved in supporting our customer service team by monitoring call handling compliance and providing coaching and feedback to agents and team leaders to optimize quality and productivity performance. You'll also be on hand to provide regular insight and refresh opportunities for process and communication challenges across our teams.

What you’ll be doing:

Monitor work quality, compliance, and adherence processes.
Support team teaders to delivery feedback to agents based on calls marked.
Provide for training and huddles based on observations.
Develop improvement plans in collaboration with training and team leaders to improve team performance, across key performance metrics.
Oversee academy providing feedback, call marking and monitoring progress.

Benefits

We’d love to hear from you if you have:Outstanding communication skills.Resilience and the ability to work well under pressure.Adaptable to changeable working schedule and environment.Experience supporting contact centre agents of all levels.At least 18 months experience in a customer facing call centre role.An in-depth understanding of the VM02 Cable Care processesWhat you’ll receive:A competitive starting salaryFlexible working – our contact centres have embraced hybrid working which means you’ll be based 50% from our Newcastle office and 50% from home. You’ll need to complete up to 10 weeks office-based training though when you start with us.25 days annual leave, plus bank holidaysStaff discounts on Virgin Media packagesSo, what are you waiting for?If you think you’d be a great fit and are looking for a career where you can help people, problem-solve, and provide excellent service, then we’d love to hear from you. Click apply to get the conversation started!

Refer code: 2926815. Accenture - The previous day - 2024-03-07 19:03

Accenture