Quality Coach (Call, Monitor, Collections) BLUC42389

Leeds, West Yorkshire
£20-22k (Dependent on Experience) + Benefits
02 Nov 2016
30 Nov 2016
Contract Type
Full Time

Quality Coach (Call, Monitor, Collections) BLUC42389
£20,000 - £22,000 (Dependent on Experience) + Benefits
Full Time, Permanent 

Do you want to work for an award winning Law Firm? 

Are you passionate about providing an excellent customer service? 

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 their customers through a bespoke, best-in class service.   

Within this role, you will provide Coaching feedback to Collections Agents in line with the Call monitoring framework and Compliance Programme.       

Key Responsibilities:

  • Working in the contact centre, this person will provide live listening support and coaching feedback to the Collections team
  • Working with feedback from the Call Quality team to provide real time coaching, which will supplement the feedback agents receive through our client’s standard call monitoring framework.
  • Follow up on training updates/briefing sessions to ensure change is embedded within the agent call structure.
  • Complete call calibration scoring in conjunction with advisors and supervisors.
  • Enhance quality performance through effective coaching at individual and team level to exceed company quality expectations.
  • Measure the quality and execution of all operational processes.
  • Develop and sustain strong working relationships with internal customers
  • Ensure extensive process and procedures knowledge is maintained in line with regulatory requirements.
  • Identify skills and knowledge requirements by liaising with Team Leaders/Managers
  • Preparing both verbal and written feedback to Managers/Agents

Qualifications and Experience: 

  • Four years experience in a collections environment
  • Has performed a leadership/coaching role in a fast paced environment
  • Has a keen interest in Call Quality and driving best practice in a regulatory environment.
  • Ability to demonstrate a high level Call Quality Scoring and consistent TCF approach currently, or can articulate these behaviours from another role.
  • Demonstrates an excellent knowledge of good call framework
  • Has the ability to build relationships with colleagues and a passion for helping others achieve their goals.
  • Ability to interpret BW legal Call monitoring Framework and provide consistent professional feedback to the required standard.
  • Accurately understand BW legal policies and procedures to deliver consistent message in Line with business strategy.
  • Able to write reports and Produce MI, in line with the Compliance Framework.

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.