Quality Assurance Executive

Job Title: Quality Assurance Executive

Location: Remote working with 1-2 days a week in our Northampton Office

Salary: £25K - £27K DOE + Bonus

Job Type: 12 Months FTC (Maternity Cover) Full Time, 37 Hours, Monday-Friday

OnlineDIRECT provides intermediary, business and technology services for B2B brokers to access the energy market. Over the last 25 years, we have evolved our offerings to support energy brokers establish and sustain long-term, successful businesses in the industry.

We pride ourselves on our inclusive culture, emphasising shared values, team spirit and a commitment to excellence. These cultural attributes play a significant role in shaping our company and our reputation as the UK’s leading energy sales solution provider.

As our Quality Assurance Executive, you will play a crucial role in ensuring the quality and compliance of business energy contracts whilst ensuring excellent customer service. Working with support in the Quality Assurance Team, you will have sole responsibility for owning the audit calls, carrying out a number of tasks to maintain and enhance the quality of our services.

Position:

• Perform quality checks on audit calls for new and established brokers and internal sales teams
• Execute a target number of specialist audit calls on a daily basis, both pre and post sales, including verbal and electronic signature monitoring
• Ensure quality and compliance in contracts sent to suppliers
• Offer constructive feedback to Account Managers and the Head of Sales
• Utilise Excel to identify and monitor trends and quality risks
• Collate accurate information for sharing with critical stakeholders as required
• Maintain the audit call database and provide reporting to the Quality Assurance Team.
• Work closely with the Complaints Handler and Compliance Manager
• Serve as a resource to staff regarding quality concerns
• Build strong working relationships with the Account Management and Broker Support teams
  
  

Requirements:

• Previous experience in a customer service environment essential
• Passion for delivering outstanding customer service
• Confident in your approach with a professional telephone manner
• Excellent written and verbal communication skills
• Listening, analytical and attention-to-detail skills
• Extremely organised and efficient in managing high workloads and changing priorities
• Ability to work effectively within a team and independently
• Confident approach in liaising and working with managers, suggesting changes and proposing new ideas
• Good working knowledge of Microsoft and experience with in-house database systems
• Previous experience working in Utilities industry would be advantageous and/or quality assurance experience.
  
  

Other information:

OnlineDIRECT offer a range of benefits*, contributing to a well-rounded compensation package that includes financial incentives, career development and various perks designed to enhance employee’s quality of life and wellbeing. Here’s a breakdown:

• Supportive Team Environment: Collaborate with a friendly and driven team
• Hybrid Working: Enjoy flexibility with remote working and office days
• Competitive salary + bonus: Rewarding pay with performance incentives
• Career Development Opportunities: Access to ongoing learning and clear pathways for progression
• Generous Holidays: 25 days + bank holidays, with the option to buy additional days and an increase with length of service
• Wellbeing Perks: Company sick pay, enhanced maternity and paternity leave, and a flexible health cash plans
• Work-Life Balance: Early Friday finishes, volunteering days, and team incentive events
• Employee Awards: Reward schemes, cycle to work, death in service (DIS), and an Assistance Program (EAP)
• Some benefits are subject to length of service
  
  

Ready to be part of a forward-thinking company in a supportive and rewarding role? Apply now to join the OnlineDIRECT team!