We are looking for a Customer Care Quality & Compliance Officer. Candidates with excellent written & verbal English skills and more than two years of experience in the same field are encouraged to apply.

DUTIES & RESPONSIBILITIES:

• To be responsible for the monitoring of quality and compliance within the Customer Care Team.
• To carry out an agreed number of quality checks for live chats, calls and emails carried out by the team.
• As a result of checks carried out, to feedback trends and compliance failings to management.
• Identify critical failing points set by the company and pro-actively report these back to management.
• Closely monitor compliance against company Service Level Agreements and report back to management on a daily basis.
• Direct the Customer Care Team with regards to daily activities that require completion and/or action on a daily basis.
• Monitor adherence to process and feedback to management. Assist and support the AGM in identifying training needs and developing training plans in accordance with these observations.
• Deliver regular training.
• Any other reasonable duties. 

Person Specifications – Abilities & Skills:

Knowledge

• Detailed knowledge of quality control and compliance.
• Detailed knowledge of complaint handling.
• Knowledge of the self-adhesive label industry would be desirable but not essential to the role as full training will be provided.

Skills

• Excellent level of attention to detail
• Excellent command of the English language, in written, verbal and comprehension terms.
• Good time management skills with the ability to work under pressure.
• Demonstrable problem-solving skills and ability to find answers/solutions.
• Able to learn, retain and apply knowledge acquired through training.
• IT literate and able to use and/or learn standard and proprietary software and more specifically, proficient in use of Power point, Word, Outlook, Excel. 

Experience

• Quality Assurance and compliance experience.
• Customer Care experience. 

Qualities

• Ability to identify trends and compliance failings
• Ability to clearly direct and concisely set out quality and compliance requirements
• Ability to identify critical failings and pro-actively report to management
• Ability to swiftly adapt and respond positively to change
• Ability to maintain a positive, “winning/can do” attitude at all times.
• Ability to take ownership and see a task through to completion even though some aspects of the task will be carried out by other team members
• Ability to multi-task, deal with competing priorities and effectively communicate to ensure SLAs are met and customer satisfaction is maintained.  

Hours Of Work

• 12:00pm – 9:00pm (Monday – Friday)