The hours of work are: Monday-Friday 8:30am-4:30pm or 9:00am-5:00pm.
Are you interested in a career with WSA?
Due to continued growth at our Chester office, we have an exciting opportunity of Quality Assurance Specialist within our Customer Experience Team.
WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years’ experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.
Key Responsibilities:
The successful candidate will:
Score monthly calls for customer service and technical support
Collaborate with team managers to review calls, provide constructive feedback, and identify opportunities for improvement
Conduct audit checks to minimize errors and ensure KPIs and targets are consistently met
As the Local Point of Contact (LPoC) for all brands, you will handle potential quality complaints in alignment with our Global Quality Management System
A key part of the role will be ensuring there is a clear process in the UK to support customers when issues arise
Working closely with the management team, you will ensure that all departments meet the established quality standards
Effective communication both internally and externally with customers is essential to maintain the high standards expected in all interactions
About you:
Essential Experience
The successful candidate will:
High standards and have strong attention to detail
The ability to offer thorough feedback to managers and team members on areas for improvement
Experience in previous QA roles
Be confident in managing complex complaints in accordance with regulations
A solid background in CRM systems, case management, and complaint resolution
Ability to learn complex product portfolios across multiple brands
Provide constructive feedback to help drive improvements in standards
IT skills – MS Office and CRM
Desire for continuous improvement of ways of working
Good call handling ability
Strong customer service experience
Enthusiastic and positive can-do attitude
Desirable:
It is desirable but not essential that the successful candidate will:
Have salesforce experience
Benefits:
The Quality Assurance Specialist will be rewarded with a fantastic benefits package including:
26 days annual leave plus bank holidays
Company bonus scheme
Contributory pension scheme
Life assurance
Free onsite parking and more
This is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.
If you have previous experience in Quality Assurance and are interested in learning more about the vacancy, we’d love to hear from you!
Candidates with experience of; Compliance Administrator, Compliance Coordinator, Compliance Officer, Quality Administrator, Quality Coordinator, Admin Quality Control, may also be considered for this role.
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