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Quality Advisor
Gateshead, UK
£22,500
Full time

We are recruiting for an experienced Quality Advisor to join a rapidly growing successful business in Gateshead. Our client supports UK industry ensuring that businesses can keep moving and deliver goods safely on the roads. This full-time role, based within a contact centre, comes with an excellent salary of £22,500 and benefits package.
The Quality Advisor is responsible for a variety of duties to ensure that the contact centre and back-office advisors operate at optimal efficiency. The role is full time, 40 hpw within business core hours of 8am – 6pm Monday to Friday with some night and weekend requirement.

Applicants for this Quality Advisor role require experience of the following:

• Helping design new call monitoring formats and suitable quality standards.
• Call monitoring and providing trend data.
• Using quality monitoring data management systems for compiling/tracking performance.
• Monitoring invoices and assisting in the reduction of queries and credits by ensuring a 'right first-time’ approach, and monitoring emails from customers
• Participating in listening programmes, identifying customer expectations and liaising internally and with clients.
• Providing actionable data to the various internal support groups as and when needed.
• Coordinating and facilitating call calibration sessions providing feedback.
• Preparing and analysing quality reports and liaising internally and with clients as Subject Matter Experts.


A working knowledge of the Microsoft Office suite of tools, especially Excel and Word, along with an advanced understanding of call auditing and monitoring systems and expertise in customer care processes and techniques are all essential.

To start your recruitment journey for this Quality Advisor role earning £22,500 contact us today.