Quality Coordinator

Do you come from a compliance/quality background which is highly regulated? Do you want to work for a growing business which offers soe great benefits and career prgression?

Benefits

• Full Training and Career Development
• Fruit and Daily Refreshment Offering
• Company Pension Scheme
• On Site Parking
• Life Assurance Plan
• Potential for hybrid working once probation is complete

Duties

• Monitoring call quality and providing coaching to call centre team members - improving performance.
• Conduct 1-2-1 feedback sessions, clearly and effectively delivering opportunities for improvement and areas of strength in team members.
• Assisting in managing individual and team KPIs - ensuring a focus on quality, call time and collection outcomes.
• Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients.
• Assisting in online testing with agents - monitoring performance standards.
• Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement.
• Help train new and existing team members to build and grow individual capability.
• Assisting with client collaborations
• Assisting with ISO internal/external audits