Quality Assurance Specialist in Portsmouth - Lead Forensics
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Lead Forensics

JOB TITLE

Quality Assurance Specialist

Lead Forensics

JOB CATEGORY

Customer Success

Lead Forensics

LOCATION

Portsmouth, UK

Quality Assurance Specialist

Quality Assurance Specialist  
Annual Salary DOE plus commission

 

Lead Forensics is the world’s leading web analytics business, providing our clients with accurate, real time information on business users visiting their web-sites- whether those users have formally enquired about their product and services or not.

 

The strength of our product has driven exceptional sales growth within the business and we are now actively seeking Customer Success Managers to ensure that our clients receive outstanding after-sales support, enabling them to maximise their Return on Investment (ROI) from our software.

 

The role;

We are looking for a Quality Assurance Specialist to join our Customer Success Management team in Portsmouth. This is a key role within the department to continuously drive the standards of call quality within the team. You will be responsible for monitoring and analysing the CSM’s customers calls and providing feedback to improve quality.  This role is reporting to the L&D Manager and will have daily interaction with the CSM’s and Managers within the department.

 

Key responsibilities;

  • Responsible for listening to a variety of CSM’s customer calls and lengths, and scoring accurately against the departments QA guidelines
  • Evaluates CSM’s approaches by rating effectiveness of CSM calls and provide quality ratings to the teams
  • Accurately recording and measuring performance on the QA tracker and to highlight trends
  • Work alongside the L&D Manager to provide feedback to identifying training needs and initiatives in relation to quality assurance processes and implement any changes
  • Be involved in new joiners induction process and setting QA expectations and KPI’s
  • Provide constructive feedback and areas of improvement to specific CSM’s and team leader
  • Lead Quality Assurance meetings within the department
  • Organising and facilitating call calibration sessions with the department

 

About you;

  • You will come from a call centre environment
  • You will be skilled at delivering feedback and identifying areas of improvement
  • A confident communicator and will demonstrate effective listening skills
  • Able to monitor trends, provide analysis and update reports
  • Have a personable, friendly nature and be a team player with an ability to work on your own initiative
  • Be open to learning new skills with a forward thinking approach
  • Be well organised, possess strong administration and multitasking skills
  • Proficient user of MS Office packages specifically Excel

 

In return we offer:

  • Competitive salary DOE, plus KPI incentives
  • Training and career progression
  • We invest in our people and support personal and professional development
  • Birthdays off and holiday increasing with length of service
  • Free parking
  • Excellent working environment:  great offices with on-site shops, free onsite gym, salons,   restaurant, nursery and the all-important Starbucks!
  • A great place to work: we featured in Sunday Times 100 Best Companies for 4 years running  and  are currently 19th in the Great Places to Work listing
  • Winners of Best Innovation at Best Business Awards
  • Social events: We are committed to sharing our success with all of our teams and enjoy a range of outings and incentives

 

 

This is an exciting opportunity to join a thriving Global SaaS business.

*Due to a high volume of applications we are unable to respond to all candidates individually.

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Lead Forensics