Call Quality Assessor

An exciting opportunity has arisen for a Call Quality Assessor 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 Assessor, 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.
• Carry out quality checks in line with the agreed standards and checklists and provide feedback in the agreed format.
• Monitor agents performance ensuring that they are FCA compliant and meet the required quality standards, providing support and guidance where weaknesses are identified
• Check we are adhering to the DPA on inbound and outbound calls.
• Working proactively, suggesting solutions to the management team.
• Produce monthly quality assessment reports identifying core performance issues for the Team Manager.
• Commit to the on-going evolution of our quality assurance and training & competency frameworks through demonstrable challenge, review and enhancements made.
• Working with the Training Manager to ensure that quality assurance results are used to provide effective, documented coaching & feedback.
• Working closely with the Team Managers to ensure quality standards are maintained and improved.

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

• Accustomed to working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results
• Must be well organised, ability to manage own work load
• Must have excellent verbal and written communication in English.
• Candidates must be customer focused putting the needs of the customer first.
• Must be proficient in Microsoft Word and Microsoft Excel.
• Must have previous call monitoring/ call quality checking experience.

Ideal background: call quality analyst, quality assessor, quality analyst, call monitoring, call quality, quality assurance, call auditor.

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 £18,000 pro rata.

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

recruitx ref:  961921010 / INDHP