Quality Assurance Officer

As a member of our Quality & Compliance Team, you'll bring a confident, professional approach to ensuring our contact centres deliver amazing service while always staying compliant.

Working closely with stakeholders, quality management, and communications to streamline processes and elevate performance you'll lead by example.

Conducting audits, call monitoring, and calibration sessions with precision and efficiency, your attention to detail and proactive mindset will keep us on track without breaking a sweat!

Your genuine confidence will speak volumes. so, stand tall and let your actions do the talking!

Please note, occasional meetings and performance reviews will be held in our Bolton head office, so travel would be required.

Here's What You Can Expect To Be Doing

• Complete weekly audits of Customer Interactions across AO's Contact Centre's


• Ensure GDPR processes and regulatory requirements are adhered to, and customer data is protected


• Monitor processes, regulatory adherence, and standards


• Process audits, KPI measures, and corrective actions


• Give agent feedback, highlight high risk agents, suggest Improvements and actions


• Track departmental performance, completing a weekly analysis of trends


• Work with Management and L&D to improve agent knowledge


• Agent 1-2-1 coaching sessions, preparation and scheduling


• Mailbox management, respond to queries, The data will never have any bearing on whether an application is successful or not and will not be available to hiring managers at any stage.

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• Customer facing or Contact Centre experience ideal


• Strong Communication, planning and organisational skills


• Ability to analyse and identify trends


• Attention to detail and great listening skills


• Intermediate excel skills needed


• Excellent presentation skills


• Personable, approachable
  
  We're known for helping our customers brilliantly - and it's no different for AOers. We care about more than what's on your CV, because together we can do extraordinary things.
  
  Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you'll be rewarded inside and outside of work.


• Our Value Creation Plan; We've created a unique long term bonus plan for every AOer to share in our success, giving you the opportunity of an exceptional reward in return for exceptional business performance.


• Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)


• Pension; Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.


• Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!


• Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP's, Mental Health support and much more.


• Discounts; exclusive discounts across our product range.


• Family leave; Enhanced Maternity, Paternity and Adoption leave.


• Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.


• On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!, Surname

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  We want to make sure you're given the best possible chance to shine in your interview, so you may need us to do things in a slightly different way. This could be requesting a ground floor room or bringing along a sign interpreter to name just a few.
  
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  AO is for everyone
  
  We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work.
  
  We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do.
  
  We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations.
  
  And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we're doing at AO to encourage diversity as an employer.
  
  How will we use the data?
  
  After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve.