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QA & Customer Insight Lead

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Job Description

Job Description

As a Quality & Customer Insight Lead you will be supporting to drive operational performance, process and people improvements across SO Sales and Delivery. You will manage the Speech Analytics platform for the operation, ensuring all 'categories' meet business area and compliance requirements and are utilised along with targeted call listening to identify opportunities to improve and provide quantitative recommendations,

  • Analyse data effectively to identify trends on key items, such as process adherence and governance, providing feedback to the wider operation and monitoring improvements

  • Create and maintain a customer experience dashboard to house key KPIs including QA, NPS, ROCO and PIC %s with regular updates and commentary to key stakeholders

  • Create and maintain a 'best practice' call library to be utilised in regular call listening/feedback sessions and to support managers to conduct effective coaching

  • Ensure call flows and compliance documents are maintained in line with process and product updates

  • Working collaboratively with our offshore partners, completing regular calibration sessions to demonstrate alignment and consistency in approach and managing any escalations

  • Completion of ICE controls and PCI checks to support ongoing department compliance

Candidate Description

In order to be considered, you must have the following experience;

  • Effective use of insight and reporting to identify opportunities for improvement in performance, process and customer experience

  • Strong attention to detail

  • A good understanding of Quality and Compliance measures

  • Excellent interpersonal, communication (verbal and written) and presentation skills

  • Relationship building - The ability to liaise with and influence key stakeholders and teams to facilitate and co-ordinate their efforts to improve performance and customer experience

  • Ability to work simultaneously across a number key activities, managing your own time and projects to deliver results

    The other stuff we're looking for

    We'd also love you to bring;

  • Experience of working with Call recording and Speech technology (ideally Verint)

  • Good knowledge of all systems used within SO (SFDC, Icoms, Force, EVO) and Microsoft Excel

Employer Description

At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey., We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.