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Quality Assessor £17,000 - £23,000

Permanent  for Search Consultancy in Manchester

Quality Assessor: £17,000 – £23,000 basic (depending on experience) – Manchester.Hours: Monday to Friday 9am – 5.30pm (no weekends)ManchesterIdeal background: quality assessor, quality analyst, call monitoring, call quality.This is a fantastic opportunity to be part of a market leading organisation who are going through an exciting period of expansion due to recent success and therefore are recruiting to meet current business needs.The day to day role will be to assess and score calls, identifying issues and trends relating to quality and feeding this back to agents and team leaders.Key responsibilities:* Carry out quality checks in line with the agreed standards and checklists and provide feedback the results in the agreed format.* Monitor agents performance ensuring that they are FCA compliant and meet the required quality standards, providing support and guidance where weaknesses are identified* Produce monthly & quarterly quality assessment reports identifying core performance issues* Suggesting solutions to the management.* Undertake regular monthly reviews of complaint handling in accordance with monthly performance management reviews* Responsible for first line monitoring and that it is fully compliant with business regulations* 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* Working closely with the Quality Team Managers to ensure quality standards are maintained and improved.* Accustomed to working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results.Key Requirements:* Previous experience of quality and compliance monitoring* Coaching and ability to deliver feedback* Ability to prioritise your workload* Knowledge and experience of FCA requirements is preferred but not essential* Excellent written and verbal communication skills. * Attention to detail coupled with a real passion for delivering exemplary customer care.Interviews are taking place immediately – send your CV to to apply

Job added on 05-11-2014