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Quality Assessor Jobs
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, including Quality Assessor Jobs.
The core responsibility in this role is to ensure 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. The fundamental outcome in sales call quality assessing is 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.
Required experience - Quality Assessor jobs
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.
Assessing the Sales Quality of calls requires experience of specific industry or governing body and you will have excellent attention to detail, confident to make quick decisions, be analytical and have a mature manner.
Expected salary for the QA in contact centres
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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