Call Centre Quality Assessor - Bolton, United Kingdom - CCA Recruitment

CCA Recruitment

Verified Company

Bolton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role:
Call Centre Quality Assurance Officer

Location:
Bolton

Hours: 37.5 hours per week Monday-Friday (to business needs)

Salary:
£27,000 &benefits
This is a fantastic opportunity to join a contact centre client within the Quality Assurance team.

Are you a Quality Assurance professional?

Do you have a passion for quality assurance and ensuring excellent customer service is provided?

The purpose of this
Call Centre Quality Assurance Officer is to undertake call monitoring for the contact centre to ensure that we are delivering great customer conversations and meeting our compliance requirements, coaching and continuous improvement.

Will support induction training and new start mentoring, alongside the development and alignment of training across the business.

Responsibilities of the Call Centre Quality Assurance Officer
Quality assess calls using quality framework to ensure great customer conversations are being delivered

Provide feedback to Team leaders & Provide coaching and support to advisors

Identify compliance failures and provide relevant information to leadership

Deliver monthly reporting on trends, volumes and KPI's

Work closely with Contact Centre Manager and other key stake holders to drive continual improvement

Arrange calibration sessions with colleagues to standardise the way we assess calls and to develop QA framework.

Support new induction and ongoing training requirements within the contact centre.

Build and maintain strong relationships with Contact Centre Manager and other key stakeholders

Skills required for this Call Centre Quality Assurance Officer

Contact Centre Experience in a QA role Training / Coaching Experience
You will have strong training /coaching experience and the ability to motivate people

Salary:
£27,000.00 per year

Benefits: