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Quality Analyst - Internal Opportunity
Location:
Coatham Mundeville
Description:
Function: Helpcentre Reporting to: Service Operations Manager Location: Tanfield, Edinburgh Are you our missing ingredient? If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product. We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff. What you’ll do You will be working with the management team and the team leader team closely to ensure that we can assist the analysts on the desk to provide the best possible customer service. Your role will be to provide feedback on quality on both telephone calls and case logging / resolving / note updates as well as our we communicate with our customers via email. You would assist the training team also in delivering / setting up customer service training, both for new starts and existing staff. You will also be pivotal in keeping our triage documentation up to date with the assistance of all teams in the Helpcentre. Responsibilities will involve: - To sample Service Now Cases across all Helpcentre Analysts, following a pre-defined scoring sheet. To analyse customer service of analysts by monitoring phones calls, both live and via the call recorder software Offer advice and guidance to both the analysts and team leaders on best practices for logging and resolving incidents to the highest standard Re-educate repeated issues to individuals Organise and deliver customer service training Work closely with the Team Leaders / HC Management to highlight any concerns Work closely with the Service Delivery Team to find patterns with case logging and resolving after the team have data cleansed incidents. Develop/maintain the quality analysis scoring document and provide trend reports on the scoring. Visit ListedBuy for more information.
Company:
Zonal Retail Data Systems
Posted:
January 2 on ListedBuy
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More About this Listing: Quality Analyst - Internal Opportunity
Quality Analyst - Internal Opportunity is a Other Art & Media Jobs QA Analyst Job at Zonal Retail Data Systems located in United States. Find other listings like Quality Analyst - Internal Opportunity by searching Oodle for Other Art & Media Jobs QA Analyst Jobs.
Quality Analyst - Internal Opportunity is a Other Art & Media Jobs QA Analyst Job at Zonal Retail Data Systems located in United States. Find other listings like Quality Analyst - Internal Opportunity by searching Oodle for Other Art & Media Jobs QA Analyst Jobs.