Call Quality Analyst Opportunities (Collections, Audit)

Blue Octopus Recruitment Ltd
Up to £20,000 per annum
21 Sep 2016
19 Oct 2016
Contract Type
Call Quality Analyst Opportunities (Collections, Audit) BLUC41190 Leeds Competitive Salary of up to £20,000 Benefits Full Time, Permanent Recognised as the leading specialist in volume legal services, there are a number of exciting opportunities to join our client’s growing team on a full time, permanent basis delivering an excellent customer journey for customers through a bespoke, best-in class service. As a Call Quality Analyst you will conduct call quality scoring, deliver coaching and feedback; work closely with agents to encourage continuous improvement in call quality and the customer experience. • Auditing calls across the contact centre based on a daily target. • Provide coaching/feedback to agents, seniors, team leaders and work with them to implement best practice. • Carry out regular audits on a daily basis to ensure procedures and processes are being followed, highlighting any risks to the business. • Attend calibration sessions with agents and team leaders. • Review best practice and trends across the contact centre to provide daily feedback on areas of risk or improvement. • Encourage a compliant and TCF attitude across the team. Skills • Previous collections experience is essential • Previous experience in a Quality Analyst role/demonstrate experience of delivering coaching and feedback desirable • Excellent communication skills (verbal and written) • Ability to organise and prioritise own workload • Strong attention to detail • Good team spirit – working in a team They offer •An excellent employment package with competitive salary •Free onsite parking •25 days’ holiday bank holidays •Career progression opportunities •Contributory pension •Staff Social Club This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email. This job was originally posted as

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