Senior Call Quality Analyst Debt GBP27,000 Benefits

Recruiter
Search Consultancy
Location
Lancashire
Salary
Competitive
Posted
28 Nov 2016
Closes
07 Dec 2016
Sectors
Accountancy
Contract Type
Permanent
Hours
Full Time
Senior Call Quality Analyst (Debt) GBP27,000Hours: Monday to Friday 9am - 5.30pm but require flexibility (no weekends)Manchester Marketing Leading Business!! Onsite gym with personal trainersFree parkingSubsidised onsite Caf?? with Costa coffee shop23 days holidayReward SchemeExcellent career development programmes Ideal background: call quality analyst, quality assessor, quality analyst, call monitoring, call quality, check the checker, QA team leaderThis is a fantastic opportunity to be part of a market leading organisation who are going through an exciting period of expansion due to recent success and therefore are recruiting to meet current business needs.Key responsibilities: Carry out quality checks in line with the agreed standards and checklists and provide feedback the results in the agreed format.* Monitor QA performance to ensure they are meeting the required quality standards, providing support and guidance where weaknesses are identified* Produce monthly & quarterly quality assessment reports identifying core performance issues* Suggesting solutions to the management.* Undertake regular monthly reviews of complaint handling in accordance with monthly performance management review* Commit to the on-going evolution of our quality assurance and training & competency frameworks through demonstrable challenge, review and enhancements made.* Ensure that quality assurance results are used to provide effective, documented coaching & feedback by the relevant teams* Working closely with the Quality Managers to ensure quality standards are maintained and improved.* Accustomed to working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results.Key Requirements:Previous experience of assessing calls and carrying out check the checker work in the debt solutions industry* Coaching and ability to deliver feedback* Ability to prioritise your workload* Knowledge and experience of FCA requirements is preferred but not essential* Excellent written and verbal communication skills.* Attention to detail coupled with a real passion for delivering exemplary customer care.Interviews are taking place immediately - send your CV to m a t t . l a z e n b e a r c h . c o . u k to apply Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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