Quality Assurance and Compliance Call Advisor

Quality Assurance and Compliance Call Advisor

Permanent - Hybrid, located in Watford

About Us

Corona Energy is a leading independent energy supplier with over 20 years’ experience servicing UK businesses. We currently supply 14% of the industrial and commercial gas market with around 13,000 gas and electricity customers. At Corona Energy our culture is defined by our people. We are passionate about our employees and recognise that they should be in the centre of everything we do.

What are you waiting for?

Join our team today!

What does the job entail?

The Quality Assurance & Compliance Advisor’s role is to support the Credit Team. This role will involve assessing calls using the Credit scorecard, escalating non-compliant/low scoring calls with detailed summaries on improvements required. You will also be assisting in preparation for agent call coaching sessions to ensure we are delivering excellent customer service at all times.

On a daily basis you’ll be:

• Listening, analysing and score credit agent calls on a weekly basis to ensure full compliance and quality standards are displayed
• Regularly audit emails to customers amongst the credit team and third parties to ensure the correct process is being followed
• Identify knowledge gaps within the credit team by analysing agent to customer communications and support in up-to-date system/knowledge training
• Manage spreadsheets of internal call scoring to identify trends in agent call scores and recognise areas of improvement

The successful applicant will have experience in:

• Excellent attention to detail
• Effective written and verbal communication
• Strong organisational skills with the ability to multitask
• Active listening and interpretation skills
• Experience with data management and reporting tools, i.e. Excel
• Ability to identify and resolve compliance and credit-related issues effectively
• A strong understanding of credit principles and regulatory requirements
• A background in Credit Management is preferred but not essential

What can we offer?

This role offers a competitive package of remuneration along with access to a wide range of company benefits which includes;

• Private medical insurance, including 24/7 GP appointments and access to a wide range of professional support. We also offer a life assurance and income protection scheme from day one!
• Our annual company profit share scheme, rewarding everyone at Corona by sharing in our success.
• Employee self-sacrifice Electric Vehicle scheme, with a wide range of different models to choose from - supporting our commitment to the energy transition.
• Access to thousands of retail and entertainment discounts through our internal rewards and recognition scheme, all linked to our company values.

On top of these great benefits, we also continue to invest in our people through a wealth of development opportunities, supporting you to get the most from your career!

Working Pattern

In this role you will be able to work on a hybrid pattern, with Tues-Thurs in the office and Monday and Friday at home. Our standard office hours are 0830 - 1700, Monday to Friday.

Working with us at Corona Energy

At Corona Energy we are driven by our company culture which is focused around our core values; Empowered, Forward Thinking and Impactful - these are underpinned by our central value "Customer First". This year we were proud to have been independently certified as one of the Best Places to Work in the UK with over 80% of our team recognising our outstanding employee experience!

To support this experience, we also offer our team;

• Amazing office spaces, with complimentary breakfast, fruit, snacks and drinks throughout the day.
• An annual focus on wellbeing with events and activities to support your health, wealth and inner-self!
• An opportunity to support our charity partners, or to give back to important causes by fundraising or volunteering our time.
• The chance to celebrate success together, at one of our regular sports and social events or at our annual company awards.

If you are looking for a career that is all about positive energy, we would welcome your application!

Corona Energy is a Disability Confident employer and as such will offer any successful applicant whatever reasonable adjustments they may require in order to take part in our recruitment process.