Quality Administrator

Overview

Ensuring B2B service quality through audits, feedback & continuous improvement.

Key Responsibilities

• quality checks
• growth plans
• corrective actions
• service monitoring
• performance evaluation
• data analysis

Tasks

As a Quality Administrator, you’ll play a key role in evaluating and improving the performance of our B2B and Microtricity teams. You’ll assess customer interactions and core industry tasks to ensure accuracy, compliance, and a consistently positive experience. Working closely with our B2B Leadership team, you’ll provide detailed feedback and support continuous improvement initiatives. As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets. -Complete a targeted number of quality checks each month across B2B teams including Sales, Customer Experience, and Microtricity teams. -Contribute to the development of B2B Growth Plans. -Collaborate with B2B Leadership to drive corrective actions and continuous improvement. -Monitor customer service interactions (live or recorded) to ensure compliance with company policies and service standards. -Evaluate agent and process performance against regulatory compliance, commercial controls, data accuracy and behavioural standards. -Develop and implement quality assurance standards for new and existing processes. -Support Team Leaders and Managers in delivering feedback on process and coaching sessions. -Builds effective relationships internally and externally -Analyse customer service data to identify trends and areas for improvement. -Stay up to date with industry best practices and emerging technologies. -Carry out additional tasks as requested by your manager or department head. -Document findings and recommendations to ensure transparency and accountability.

Requirements

• crm
• microsoft office
• customer service
• analytical
• communication
• detail oriented

What You Bring

You’re passionate about quality and bring a detail-oriented, analytical, and methodical approach to your work. You communicate clearly and build strong relationships that help drive collaboration and continuous improvement. As part of a small team you'll be expected to handle your own workload, so you'll be comfortable multi-tasking and managing priorities in a fast-paced environment. -Clear and confident communication (verbal and written) -Analytical mindset with the ability to interpret data and identify trends -Ability to multitask and manage priorities in a dynamic environment -Self-motivated and efficient in managing workload -Methodical, logical, and well-organized -Comfortable using CRM systems and quality assurance tools -Experience in customer service -Solutions-focused and resourceful problem solver -Strong grasp of customer service principles and standards -Open to feedback and proactive in applying it -Understanding of the energy industry (desirable) -Strong computer literacy, including Microsoft Office -Exceptional attention to detail -Flexible and adaptable approach

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Benefits

Volunteering Day Hybrid Working Cycle to work scheme, car pooling and onsite parking available Various company discounts (including shops, gyms, days out and events) Healthcare plan, life assurance and generous pension contribution Holiday of 25 days (plus bank holidays) & ability to buy/sell days

About Ecotricity

-The company specializes in generating electricity from renewable sources like wind and solar power. -Ecotricity also innovates in green gas, offering carbon-neutral solutions for both residential and commercial customers. -In addition to energy production, the company has expanded into building and managing infrastructure for a sustainable future. -With a strong commitment to renewable energy, Ecotricity has established itself as a leader in the UK’s energy sector. -Notable projects include expanding its solar farms to meet growing demand. -Ecotricity has received attention for its transparent approach to energy pricing and eco-conscious customer initiatives.

Sector Specialisms