Call Quality Assurance Lead
Salary: Up to £30,000 Depending on experience
FT- 35 hours
Hybrid (Ashford or Crawley site depending on your location)
Our STG Operations team is seeking a QA lead, to be responsible for monitoring all customer journey channels, so that we can assess and record the experience we are providing on a case-by-case basis. Whilst ensuring clear, honest feedback is available for our colleagues in the contact center.
Our Ideal candidate will drive call quality within Operations by monitoring a volume of calls, emails and processed bookings, scoring both the soft skills displayed during the conversation but also the accuracy of the output in Tigerbay.
The QA Lead will work regularly with Regional Managers, Operations Managers and Business Trainers, to ensure that stakeholders are aligned in our pursuit of customer excellence.
Package DescriptionEveryday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package.
- 25 days holiday + bank holidays
- Option to purchase additional leave up to 5 extra days
- Pension scheme matched up to 10%
- Life assurance policy on joining us
- Wellbeing programme
- Colleague discounts including family discounts on cruises and holidays!
- Range of reductions and offers from leading retailers, travel groups and entertainment companies
- Enhanced maternity and paternity leave
- Grandparents leave
- Company performance related annual bonus - Up to 5%
- Income protection
- Access to Saga Academy, our bespoke learning platform
Main ResponsibilitiesAs our QA Lead, you will be accountable for the following tasks:
- Identification and monitoring of a set volume of calls per Operational staff member in a reporting period.
- Providing an assessment score with supporting commentary – Collating scores in a database and distributing regular reports
- Calibrating the monitoring scores provided by our Regional and Ops Managers. (Ensuring consistency)
- Completing highly confidential investigations and writing summary reports
- Identification and distribution of calls for Senior Leadership to listen to
- Having a strong knowledge of processes and products to ensure you take ownership when monitoring calls and avoid unnecessary escalation
- Operating in a ‘continuous improvement’ culture, working with other leaders through Ops and L&D to not just provide scores but help improve performance
- Proactively reporting any pertinent information through line management
- Recording the source reason/purpose for the call from the customer viewpoint, to help drive overall improvement in service
The Ideal Candidate - Able to articulate ideas clearly and effectively through both spoken and written channels.
- Meticulous in handling tasks, ensuring accuracy and precision.
- Ability to interpret data to recognise call trends and take action.
- Highly vigilant and inquisitive, able to identify and act upon potential risk items without support or guidance.
- Dependable and discreet, able to be entrusted with sensitive information.
- Skilled in organising and managing administrative processes efficiently.
- Capable of maintaining productivity and quality even in fast-paced environments.
- A desire to investigate and enquire where others may not, the ability to identify and follow through on gut instinct.
- Experienced in Report Writing and being accountable for regular submission of data and commentary.
- Strong capability with Excel and PowerPoint.
- Experienced using call recording platforms and an understanding of how to best identify and select calls.
- Experience in Customer Service or Contact Centre environments.
- Proven ability to work toward and surpass performance goals.
- Familiarity with travel industry practices, trends, and customer expectations is preferred.
- Experienced in PowerBI and/or Zoho Analytics is beneficial but not required.
About The CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.
Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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