£18000 - £22000 per annum
8 months ago
Job Role: Quality Supervisor (Contact Centre)
Salary: £18 to £22k
Hours: 11am to 8pm Monday to Friday - 40 hours
Purpose of the Role:
The purpose of the Quality Consultant is to be responsible for real time quality monitoring of sales and non-sales interactions and provide detailed reporting on Quality, Compliance and Insight. Working in line with the Continuous Improvement Strategy
Carry out quality checks in line with the agreed standards and checklists and provide feedback on the results in the agreed format
Monitor calls to ensure the Consultants are meeting the required quality standards, providing support and guidance where opportunities are identified
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
To ensure governance is being adhered to in relation to FCA; DPA; PCI Compliance; Ofcom; TCF
On FCA Regulated campaigns, complete the Regulatory testing
Participate in skill sessions and provide coaching, support, and feedback as required by campaign
Complete work within the timeframes provided
To record all feedback accurately and send on to the Team Leaders to deliver to the Consultants
Identify opportunities to build customer relationships and provide excellent customer service, with positive customer outcomes
To work as a support function for campaigns and take part in team meetings or buzz sessions if required
Participate in call calibration sessions with the consultants or the client
Report on insight and Trend analysis as required by campaign
Monitor Complaint/Cancellation calls and report on findings
Provide 121 calibration support to Consultants on performance plans
Campaign specific Tasks (transcripts/tele-verifications)
Escalate any risks/breaches on the campaign
Experience of being able to analyse and manipulate data in tools such as Excel and Access.
Strong data management skills.
Excellent Excel skills.
Excellent listening and communication skills.
Experience within Sales Contact centre and Quality Assurance exposure
Educated to GCSE/O Level standard
THE SUCCESSFUL CANDIDATE WILL NEED TO UNDERTAKE A DISCLOSURE SCOTLAND CHECK