Quality Advisor - Customer Care Watford, East of England, England
Job description
We're ASOS. We blend our flair for fashion with our love of cutting-edge technology, but more importantly were interested in how we can bring the best out of you.
We exist to give people the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgment, and channel your creativity into a platform used by millions.
Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.
About the Role
The Quality Advisor plays a key role within the Quality Team. The Quality Advisor is responsible for ensuring that all quality is calibrated globally and that all advisors have a mix of motivational and developmental feedback. You'll need to understand what good looks like and consider the impact that quality scores ultimately have on our customers and be able deep dive into pain point within the customers journey and analyse data to provide trends and insights to present to the Quality Team stakeholders.
The quality team are a support team within Customer Care. We are responsible for ensuring that all advisors within Customer Care receive feedback on the quality of their responses. We support Customer Care to deliver an excellent customer service. Providing insights and feedback to the operation at all levels to make sure our customers have great experiences when contacting Customer Care. The insights that we discover are delivered to our stakeholders ensure that we're continuously improving and providing a consistent support. As a team we think creatively on new ways to provide this support to ultimately drive our team's performance and measure our customer.
What You’ll be Doing
- Ensuring that every advisor receives motivational and developmental feedback every week on the quality of their responses to our customers
- A subject matter expert on quality in Customer Care and our internal quality evaluation
- Making sure that we remain calibrated with our external quality partners and other stakeholders
- Able to pull out trends and insights to the operation to support our operation delivery an excellent customer service
- Providing feedback to the Quality Team stakeholders and make sure any trends are communicated to the wider Customer Care.
- Supporting our culture by driving Diversity, Equity & Inclusion strategies.
Who We’d Like to Meet
- Customer Care experience
- Excellent communication skills
- Good attention to detail
- Experience working in a fast paced and flexible environment
- Basic knowledge of Microsoft Excel, Word and PowerPoint.
Additional Information
What’s in it for you?
- Employee discount (hello ASOS discount!)
- ASOS Develops (personal development opportunities across the business)
- Employee sample sales
- Access to a huge range of LinkedIn learning materials
- 25 days paid annual leave + an extra day for your birthday
- Discretionary performance related bonus scheme
- Private medical care scheme
- Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Our Commitments
We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how are we doing it?
We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.
We have several employee networks that operate as safe spaces, to help support and celebrate our people - find out more here.
Do you need any reasonable adjustments? Our recruitment team will be happy to support you in the best way possible if you feel comfortable raising this. It’s also our policy to interview all candidates with a disability who meet the minimum requirements for roles they have applied to.
If you have any questions about the policies we have in place to support our employees (e.g. our parental leave approach), just let our Talent team know.
