PT Contact Centre Call Quality Audit Consultant

25 to 30 hours per week

When identifying a good customer experience do you have…
the commercial awareness to accept the things you cannot change,
the conviction to recommend the things you can,
And wisdom to know the difference?

CDM Contact is seeking an individual with a passion for excellence in customer service delivery to undertake a quality monitoring project with a well known blue chip client.

The main function of the role is to support our call audit team with auditing the quality of our client’s customer service communications and to assist with the continuous development of our client’s customer solutions through the provision of accurate and timely feedback.

As a Quality Consultant you are required to:
* Listen objectively to designated telephone calls and measure the quality of the interaction consistently against agreed client measures.
* Accurately record and present results of interactions and to identify trends in performance that impact on quality (best practice or poor performance)
* Measure the quality of the customer experience delivered through written communications as required
* Ensure compliance with Data Protection and client confidentiality agreements
* Undertake benchmarking or research activities as required by Business Partners via internet and telephone
* Continually seek ways to develop processes to meet needs of clients efficiently

Our Quality Consultants work from home so it is essential that you have a dedicated quiet space that can be set aside for work, such as a home office / spare room. CDM Contact will provide all essential equipment and cover expenses such as Broadband connection (a new or additional broadband connection may be required).

Essential Experience and Skills:
* Previous experience in a Customer contact centre Supervisory or Training Post
* Educated to A Level Education or Equivalent
* Professional Communication Skills – Verbal and Written
* Sound administrative skills – MS Office packages including Word & Excel operation of the CDM secure online website is essential
* Good Presentation Skills
* Strong planning and prioritisation Skills
* The ability to work independently of others
* Commercially Aware – Able to demonstrate an understanding of the impact of customer experience on wider business operations.

About CDM Contact
We are a specialist consultancy supporting clients with the strategic development and management of contact strategies for customer and candidate attraction and retention.

Our mission:
* Maximise our client’s brand image through the creation of a positive contact experience to attract and retain quality customers/candidates.
* Develop insightful strategies, tailored to our clients’ specific needs and considerate of budget.
* To add value through continuous innovation and a high quality service offering

In recognition of your skills you can expect:
* A competitive salary
* Flexible Working Hours
* Home Based Working
* 24 Days Holiday per annum (plus 8 public holidays)

Please apply with a CV and support your application with a cover letter.