Opportunity Description
Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireQA Insights Specialist - Principal Coordinator About this role This is an opportunity to join a vibrant and fast paced team, providing quality assurance, actionable insights and reporting to the business. You will be responsible for monitoring agent interactions, providing actionable insights and influencing change to improve customer outcomes.
Monitoring: Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, mid to high risk workstreams, requiring good judgement skills. Training and knowledge gaps
Validation: Conduct reperformance of QA monitoring across multiple Operational lines, ensuring consistent and correct outcomes aligned to QA standards and methodology, providing effective feedback and reporting on findings to QA Leadership, and supporting with coaching for i...
Monitoring: Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, mid to high risk workstreams, requiring good judgement skills. Training and knowledge gaps
Validation: Conduct reperformance of QA monitoring across multiple Operational lines, ensuring consistent and correct outcomes aligned to QA standards and methodology, providing effective feedback and reporting on findings to QA Leadership, and supporting with coaching for i...
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