Call Quality Auditor

An exciting opportunity has arisen for a Call Quality Auditor to join Crusader Assistance based in Hampton.

Crusader Assistance are a successful claims management company that that has been in the industry for 20+ years. Acting as a liaison between client's and insurers to minimize the inconvenience a motor claim can cause. We aim to provide our brokers and client’s the best possible claims solutions and services.

Crusader are looking for someone to audit their calls across various teams to improve quality and performance.

As a Call Quality Auditor your duties and responsibilities will be:

• To listen to call recordings and cross reference what was discussed on the call with the data captured and written on the file.
• Monitoring spelling, and that the information captured is correct.
• Checking that all the questions are being asked and that no presumptions or assumptions are being made.
• Checking the warmth of the greeting, how well information is conveyed to the client and how well the call is wrapped up.
• Check we are adhering to the DPA on inbound and outbound calls.
• Using Excel to record information regarding the call audits.
• Writing monthly reports on individuals to summarise the call audits for the Team Manager.
• Working with the Team & Training Manager to improve data capture by the team and ensure improvement and consistency in performance.

An ideal Call Quality Auditor will have the following skills and qualifications:

• Must be well organised, ability to manage own work load and remain calm under pressure.
• Must have excellent verbal and written communication in English.
• Candidates must be customer focused putting the needs of the customer first.
• Candidates should be enthusiastic, self- motivated and hard working.
• Basic skills in Microsoft Word and Microsoft Excel required.
• Claims experience is preferred but not essential as full training will be provided.

Your working hours will be 20 – 30 hours per week office based. Days and hours are negotiable.

In return for this you will receive a salary of £16,000 pro rata.

For an opportunity to join this expanding company please submit your CV online.

recruitx ref: 961711650 / INDHP