About the position
The job overview for this position is that Cazoo is seeking a Quality Specialist to join their Talent Development Team. The main responsibility of this role is to ensure high quality standards are maintained across their Call Centre and Retail Operations. The Quality Specialist will be responsible for designing and implementing quality scorecards, evaluating customer interactions, providing feedback and coaching to customer-facing teams, and analyzing quality scoring trends. The role also requires travel between Customer Support centers and Customer Collection Centers.
Responsibilities
- Create and maintain quality evaluation scorecards for customer facing departments including Customer Support & Customer Centres (Retail)
- Assess customer interactions using a quality scorecard for voice and non-voice contacts as well as face to face interactions with customers
- Provide timely and constructive feedback based on quality evaluation scoring
- Implement and own a quality auditing structure to ensure quality scoring is fair and accurate
- Analyze quality scoring and work closely with management teams, reporting on trends and focus areas
- Work with the training team to develop targeted training modules to improve call quality and customer service skills
- Utilize different coaching styles and techniques to develop a broad range of skills leveraging different channels e.g. video sessions, digital content
- Maintain detailed records of quality evaluations, feedback sessions, and coaching outcomes
- Travel between Customer Support centers and Customer Collection Centers as required
Requirements
- Proven experience in a quality assurance role
- An eye for detail and a focus on quality
- Demonstrable knowledge of best practice coaching techniques and quality frameworks
- Strong understanding of call centre and retail operations
- Ability to evaluate customer interactions objectively and provide constructive feedback
- Analytical mindset with the ability to interpret data
- Ability to create and maintain quality evaluation scorecards
- Experience in assessing customer interactions using quality scorecards
- Ability to implement and own a quality auditing structure
- Experience in analyzing quality scoring and reporting on trends and focus areas
- Ability to develop targeted training modules to improve call quality and customer service skills
- Proficiency in utilizing different coaching styles and techniques
- Strong record-keeping skills for quality evaluations, feedback sessions, and coaching outcomes
- Willingness to travel between Customer Support centers and Customer Collection Centers
Benefits
- Opportunity to join a fast-growing company
- Chance to make a positive impact on others
- Ability to learn from the best and take initiative
- Work in a constantly evolving organization
- Seamless online car purchasing experience
- Design and implement quality scorecards
- Evaluate customer interactions and provide feedback
- Implement a fair and accurate quality auditing structure
- Analyze quality scoring and report on trends
- Develop targeted training modules
- Utilize different coaching styles and techniques
- Maintain detailed records of quality evaluations
- Travel between Customer Support centers and Customer Collection Centers
- Eye for detail and focus on quality
- Knowledge of coaching techniques and quality frameworks
- Understanding of call center and retail operations
- Ability to evaluate customer interactions objectively
- Analytical mindset and ability to interpret data
- Coaching and mentoring skills
- Ability to work independently and as part of a team
- Strong decision-making and problem-solving skills
- Customer-obsessed company culture
- Data-driven decision making
- Fast-paced and entrepreneurial environment
- Emphasis on teamwork and inclusivity
- Ownership and responsibility for personal and team success
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Cazoo
Fast Fashion News is a news publishing company that publishes fashion-related news.
Company Overview
Fast Fashion News is a news publishing company that publishes fashion-related news.
Benefits
Wherever you work at Cazoo, you’ll have what you need to be at your best. Our rewards, benefits, and initiatives have been created so you can make an impact on your career, your colleagues, our customers and the communities we are a part of.
- Competitive salary
- Outstanding benefits package, including annual bonus
- 25 days of holidays (plus an extra day for your birthday)
- At Cazoo we are passionate about well being as such we provide an annual wellness fund and are partnered with a leading healthcare provider
- We also offer up to 5% salary matched pension schemes, along with life insurance and critical illness cover
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