Regional Operations Quality Assessor

Salary: Competitive plus bonus and company car/ car allowance plus excellent company benefits.

Location: Cannock

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It’s why we’re looking for someone who’s just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life. 

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What we can offer you;

• 25 days of annual leave 

• Access to our company pension scheme

• Discounts on everything from groceries to well known retailers

• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to

• One paid days leave every year to volunteer and support your community 

• Ongoing training and development opportunities, allowing you to reach your full potential

What you’ll do

We are looking for a Customer Operations Quality Assessor who will be responsible for evaluating, maintaining, and improving the quality standards across Veolia’s operational depot workforce for live customer contacts (calls and email) and associated data input, process adherence and customer resolution tasks; leading to an excellent customer experience on all depot related customer interactions.   

You will be accountable for assisting in the creation and revision of quality standards and specifications. Ensuring others adhere to quality assessment procedures and policies. 

The Customer Operations Quality Assessor will work closely with multiple departments to ensure that customer interactions, services provided and processes meet or exceed established quality standards. This role involves developing and implementing quality assurance protocols, conducting customer experience audits, and providing recommendations for continuous improvement at a local level and to Senior Leadership teams.

Tasks include:

• Acting as coaching support for customer contacts operationally and within the contact centre teams, providing advice and guidance on more complex situations. 

• Provide regular customer contact quality assessment feedback to frontline customer teams 

• Applying best practise, develop continuous improvement plans and make recommendations based on quality assessment findings and outputs

• Work cross departmentally with operational, sales and frontline teams to improve the overall customer experience

• Conduct regular quality assessment  audits across veolia operations / depot teams. Driving improvements on communication standards and customer conversation etiquette ensuring that customers have an excellent customer experience whoever they speak to within the business.

• Create a customer quality assessment  programme monitoring customer conversations by phone, email and other appropriate channels of contact incorporating process adherence and root cause analysis within the audit programme.

• All audits to be captured and recorded within an approved internal quality system enabling clear reporting and insights providing meaningful  feedback and well informed improvement plans.

• Provide collaborative continuous improvement plans for each evaluated individual /department alongside line managers and in line with the region's requirements, offering coaching & training support  to ensure all quality targets are met and exceeded where possible.

• Identify areas for improvement in depot operations and recommend corrective actions based on KPI analysis and reducing human error on data input work resulting in credit notes

•  Investigate and identify any underlying causes of quality issues and propose corrective actions.
   

• Collaborate with cross-functional teams to implement quality improvement initiatives.

• Contribute and support all company initiatives by flexing quality assessments to ensure all new measures are implemented and included within the audit process.

• Analyze data and prepare detailed reports on quality metrics and customer contact performance

• Monitor and evaluate the effectiveness of quality control systems. 

• Flexibility to work across multiple operational sites providing coaching and training support devised from quality assessment feedback (UK driving licence required)

What you'll need to know

• Experience of working in a similar senior role 

• Quality Assessment Programme experience 

• Iso 9001 or equivalent experience

• Creative, innovative, solution focussed.

• Ability to meet targets and deadlines.

• Excellent communication skills to lead and motivate change cross departmentally  

• Travel across depots all over the UK

What's next?

We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row!

This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia.

We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.

Apply today, so we can make a difference for generations to come.

What's next?

Apply today, so we can make a difference for generations to come.

We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row! This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia.

We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.

We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of sex, gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, nationality, ethnic or national origin, religion or belief, disability or age.

We therefore welcome and encourage all candidates who meet the minimum requirements to apply.