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About The RoleAs a Quality Assurance Lead, your mission is to assess the performance of both customer led interactions and industry core tasks across the Customer Hub. Ensuring our people create a positive experience for customers, complete work compliantly and to drive first contact resolution, ensuring that our people are adhering to company processes and industry standards. Core ResponsibilitiesTo complete a targeted number of quality checks for our Customer Hub agentsTo feedback to our agents on their quality score so that they understand what they did well and what their areas of improvement are, documenting this clearly within MiPerformAssist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the departmentDevelop and implement new quality assurance checks and standards for current and new processesWork with MiPerform to continually develop their current offeringMonitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standardsIdentify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metricsEnsure we are identifying vulnerable customers and having relevant conversations, and signposting them to the support we offerDocument quality assurance findings, recommendations, and actions taken to ensure accountability and transparencyProvide monthly analysis to Team Leaders, Head of and Director on findings and recommendations and measure the success of what is implementedStay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.Any other ad-hoc duties as requested by Leadership & Management.To comply with all DPA and GDPR guidelines, as well as ensuring all of our people are doing the same.About YouEnthusiastic and proactive and comfortable in taking the lead across cross functional departments at all levelsCurious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvementsPut the customer at the heart of everything you doStrong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areasHighly motivated, with the ability to work on own initiative and deliver to tight deadlinesPassionate about what they do and about making a differenceAbility to multitask and prioritize tasks in a fast-paced, dynamic environment.Excellent communication skills, both verbal and writtenAnalytical mindset with the ability to interpret data, identify trends, and make data-driven decisionsExcellent attention to detailAbout UsWhat's in it for you Healthcare plan, life assurance and generous pension contributionVolunteering DayHybrid WorkingVarious company discounts (including shops, gyms, days out and events)Holiday of 25 days (plus bank holidays) and ability to buy/sell daysCycle to work scheme, car pooling and onsite parking availableAs a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets. Flexibility statement The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'.Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of: grass.We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.Ecotricity is an equal opportunities employer and is committed to providing equality for all.