Quality Auditor - Call Centre Call Monitoring

Support the Audit and Compliance Manager to ensure a high quality of interactions with their customers and consumers. They achieve this by conducting full process and service audits for each of their call centre customer service advisors, and ensure that regular feedback is provided to enable quality to continuously improve their service in line with their company values.

They review claims to ensure they get things right, and continuously strive to learn and improve. As a Quality Auditor you will ensure the customer service teams are compliant when handling calls from Clients and Consumers.

Key responsibilities include

- Conducting maintenance audits to provide ongoing continuous improvement feedback leading to quality level improvement
- Providing personal feedback to all advisors within 5 days of conducting an audit
- Agreeing actions and reviewing progress on a monthly basis
- Producing summary reports and metrics to the management team
- Conducting root cause analysis of complaints
- Failure demand investigations monthly with colleagues to assess learning needs
- Feedback to Ops Managers to inform training needs
- Reviewing processes and suggesting alternatives.
- Ensuring QA paperwork and checks are updated to reflect agreed changes

You will also support the technical trainers to assist in the design of content for induction and training, along with monthly liaison meetings to review content of learning workshops, and agree the structure to assist in QA monitoring.

You will also liaise with audit and compliance teams (customer care) to provide ongoing feedback and suggestions for business improvement

Key skills and experience

- Knowledge of customer service handling
- Knowledge and awareness of department policies and procedure, and compliance standards.
- Exceptional communication skills - verbal and written
- Understanding of coaching tools and methods
- Knowledge and understanding of different learning and working preferences