Senior Call Quality Analyst Debt GBP27,000 Benefits

Search Consultancy
28 Nov 2016
07 Dec 2016
Contract Type
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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