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Quality Assessor Jobs
Quality assessor jobs within a contact centre are responsible for ensuring that all agents are compliant with the guidelines of their governing body and company stipulations. Quality assessors will not usually work on the contact centre floor, but from a remote operations desk in order to accredit agent's telephone calls.
Quality assessors will be required to score calls in order to achieve an overall percentage scoring for that agent. The score sheet usually consists of sections on compliance, customer focus, rapport etc.
Quality assessor jobs will usually need some experience of the required industry and governing body in order to ensure that each member of staff is compliant however training is almost always provided for this role as governing guidelines are always changing and can vary from one industry to another.
Quality assessor jobs should have experience of the required industry and governing body, have excellent attention to detail, confident to make quick decisions, be analytical and have a mature manner.
Life in a contact centre
As more and more companies outsource their customer service operations to contact centres, there has been a steep rise in the number of contact centre workers.
In Scotland alone, there is an estimated 100,000 plus people working in a range of roles. The salary range for a Quality assessor ranges from £22,000 to £25,000. The role isn't suited for everyone as it tends to suit those who thrive in a fast paced environment.
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