Quality Control Officer, c£17,500 PA + Benefits

Our client is the biggest independent Home Collected Credit Business in the UK and are seeking a Quality Control Officer to provide first line assurance for their Support Centre based in Birstall, Batley.

They are looking for someone who has experience of call monitoring, using scorecards within a regulated environment, who understands how to provide constructive feedback and influence new processes, with the aim of improving quality standards, customer experience and ensuring good customer outcomes.

Quality Control Officer - The Benefits:

c£17,500 per Annum, 25 days holiday, Life Assurance (4x Salary), Company Pension (7% matching contributions), Private Healthcare & Free onsite Parking.

Quality Control Officer - The Role:

Reporting into the Customer Experience Manager you will work independently to conduct quality monitoring checks, ensuring processes meet quality standards (adheres to Data protection, Anti-Money laundering, fraud and breach procedures), producing detailed board reports each month and reporting the results to your Senior Manager, escalating issues appropriately and ensuring policies / procedures are adhered to. You will give regular, constructive feedback to individuals in the Customer Service, Customer Care and Collections teams, helping to improve quality across the Support Centre. You will have a unique view of the business and will be required work closely with Team Leaders / Senior Management to drive customer focused improvements.

Quality Control Officer - Experience and Skills Required:

Our client is seeking someone with previous experience in a regulated, call-centre quality monitoring/control role, with good knowledge of FCA quality standards. Alternatively if you have worked in a call-centre within Financial Services and have some experience of conducting quality checks via call monitoring and providing feedback, and have a passion for this area of work they’d like to hear from you. In addition to the above experience, they require someone who demonstrates good organisation skills, accuracy skills, attention to detail, together with good working knowledge of MS Excel and Word.

A little bit about our client…

They are the biggest privately owned weekly home collected credit company in the UK, they are regulated by the FCA and have been looking after their customers for over 80 years; their core offering is lending manageable amounts of money on transparent weekly repayment plans. They are proud of their service and put their customers at the centre of everything they do.

Please apply online with your CV and covering letter.

Please check your email for confirmation that your application for this Quality Control Officer role has been received and to follow further instructions if applicable.