Company Description Since being founded in 2001, Daisy delivers IT solutions and services to more than 2,000 UK businesses across all sectors - with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience.

Job Description:

Maternity Cover - 12 months

Salary: Up to £22k DOE

Working Style: Hybrid, 2 days from home, 3 days in office

Location: Nelson (3 days in office per week)

Join one of the largest providers of communications and IT solutions across the UK as a Quality Assurance Executive on a hybrid basis! You will be working as part of the QA and Service Improvement department to help and support our Service Desks to consistently deliver effective Customer Satisfaction and Quality Service.

Some of the key responsibilities include:

Consistently driving improved customer experience through effective Quality Management
Supporting and coaching Service Desk Teams to improve overall performance and culture
Working closely with the management team to review and recommend improvements on all Customer Service processes and documents in line with agreed quality procedures
Contributing to the development of QA monitoring and reporting models through regular reviews
Regularly participating in peer reviews of colleagues to ensure consistency of QA and identifying any anomalies
Engaging in accurate and timely QA monitoring and reporting
Conducting call monitoring, process and case reviews for the internal teams as required
Providing support of resolution of non-conformances and breaches within the teams by reporting and feeding back to team leaders
Managing analysis of data to identify improvements and add to personal development plans
Working with Customer experience teams and proactively taking feedback on improvements and areas for concern

Qualifications:

Preferred Experience

Customer Service Centre experience essential
Experience of working to, and consistently meeting, Service Level Agreements and targets
Knowledge and experience working with ITSM tools such as Service Now

Key Competencies

Solid analytical skills
Excellent presentation skills, both written and verbal
Good coaching and development skills
Strong analytical/problem solving abilities, especially in relation to continual service improvement

Desired Qualifications

ITIL Foundation certification
Knowledge of the Telecommunications industry

Additional Information

Did we mention the perks? We show our appreciation by providing various benefits and rewards to our employees that help make Daisy a great place to work and provide a great work life balance. These include but are not limited to:

Holiday - Starting at 25 (increasing to up to 30 days for each year you stay with us) + holiday purchase scheme!
Daisy University and Apprenticeship - Giving you the opportunity to expand your skills and knowledge whilst you work for us
Discounted membership for health plans + Eye Care Scheme
The Exchange - Online discount platform for more than 1,200 retailers.

Daisy Corporate Services

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Quality Assurance Executive - Hybrid