Call Compliance Officer

Macildowie Associates.
£20000 per annum
18 Oct 2016
17 Nov 2016
Contract Type


A fantastic opportunity has arisen to work with a telecommunications company based in Alfreton. Working at the companies Head Office, the main purpose of the role will be Carry out activities to monitor staff performance in line with compliance, quality and company requirements. Ensure that relevant monitoring documentation is prepared for team managers within agreed timescales. Maintain accurate records and update relevant spreadsheets/systems. Ensure that quality commitments are upheld and re-enforced across all aspects of the role and rules, procedures and policies in the areas of regulatory risk and compliance are adhered to.


  • Perform call monitoring for all Operational functions to ensure that call requirements and standards are adhered to
  • Analyse email and social media activity for all Operational functions to ensure that requirements and standards are adhered to
  • Ensure regulatory and 3rd party monitoring requirements are adhered to
  • Highlight any risks/issues to team managers
  • Report serious non-compliance and risk issues to the Learning and Development Manager and Head of Operations and Delivery
  • Provide recommendations for modifications to the monitoring formats and quality standards
  • Achieve targets and key performance indicators
  • Support the Learning and Development Manager with role-play observations during Induction training
  • Provide support, if required, with annual audit visits
  • Accurately score all monitoring activity against compliance, mandatory and quality standards
  • Offer potential actions and solutions to team managers to improve observation outcomes
  • Report findings from monitoring activities to team managers and/or 3rd parties within agreed timescales


  • A minimum of 1 years' experience of working in a quality and compliance monitoring role providing effective written feedback
  • A working knowledge of the Data Protection Act and GC23 (General Condition 23) regulatory requirements
  • Knowledge of legal/regulatory frameworks that Contact Centres will operate within
  • Excellent listening skills and the ability to identify potential trends or lapses
  • Strong analytic skills with attention to detail
  • Excellent written and verbal communication skills
  • Demonstrate initiative, organisational skills and flexibility
  • The ability to manage your own workload and work well in a fast paced environment
  • Self-motivated with a strong work ethic and high standards
  • Positive and pro-active attitude
  • Proven track record of achieving targets and meeting deadlines
  • Experience of working within a regulated environment would be an advantage
  • Achieve passes in all role specific tests/assessments undertaken

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at

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