Quality Officer - Call Centre England
Job description
Vibe Recruit's client, based in Romford, is looking to appoint a Quality Assurance Officer on a full time, . Reporting into the Compliance Manager, the Quality Assurance Officer will ensure the Quality and Compliance of the internal and external contact teams are in line with the ual Quality requirements from their clients. You will need to liaise with all areas of the business and their clients to ensure the highest level of quality and service is always provided. You will also need to achieve all department and personal KPIs, to remain client/business focused always and to keep up to date with all business/legal changes. Key Responsibilities and Duties To achieve all individual and team KPIs while also ensuring full engagement with monthly 1-2-1 meetings and always looking for ways to progress To complete a required amount of Field Visits/Telephony Call recording reviews thoroughly and in its entirety on a weekly/monthly basis, as per our clients and internal targets. To provide feedback and identify any training requirements to Head of Customer Contact, Call Centre Team Leaders, Area Managers and Field Agents from the call listening on a weekly basis, whilst ensuring that any issues are identified. To review the feedback from QA calls, identifying trends and report findings to Compliance Manager. To recognise and escalate any matters that need immediate attention whilst constructively communicate findings to interested parties throughout the business. To be able to provide help and assistance across all areas of the department when required to maintain customer service levels and having a good understanding of all areas of the department. To have an understanding and be able to follow different client processes during different sets of tasks. Skills and Experience Previous experience in a QA/Compliance role including experience with internal/external audits. Previous experience in call listening and score recording Ability to achieve and maintain all KPI targets. Ability to consistently identify mistakes and liaise with the relevant department to identify and improve in areas where needed. To be considered for this role, please submit your CV or for further information, please contact Naomi on 07506 949615. Vibe Recruit is acting as an Employment Agency in relation to this vacancy. Vibe Recruit
