Call Quality Monitor Opportunities (Collections, Audit) BLUC41190

Call Quality Monitor Opportunities (Collections, Audit) BLUC41190

Leeds

Competitive Salary of up to £20,000 + Benefits

Full Time, Permanent

Recognised as the leading specialist in volume legal services, there are a number of exciting opportunities to join our client’s growing team on a full time, permanent basis delivering an excellent customer journey for customers through a bespoke, best-in class service. 

As a Call Quality Monitor you will conduct call quality scoring, deliver coaching and feedback; work closely with agents to encourage continuous improvement in call quality and the customer experience.

• Auditing calls across the contact centre based on a daily target.
• Provide coaching/feedback to agents, seniors, team leaders and work with them to implement best practice.
• Carry out regular audits on a daily basis to ensure procedures and processes are being followed, highlighting any risks to the business.
• Attend calibration sessions with agents and team leaders.
• Review best practice and trends across the contact centre to provide daily feedback on areas of risk or improvement.
• Encourage a compliant and TCF attitude across the team.

Skills

• Previous collections experience is essential
• Previous experience in a Quality Analyst role/demonstrate experience of delivering coaching and feedback desirable
• Excellent communication skills (verbal and written)
• Ability to organise and prioritise own workload
• Strong attention to detail
• Good team spirit – working in a team

They offer

•             An excellent employment package with competitive salary

•             Free onsite parking

•             25 days’ holiday + bank holidays

•             Career progression opportunities

•             Contributory pension

•             Staff Social Club

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.