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Job Title: Quality Consultant

Salary: £17,000 to £19,000

Employer: Carpeo

Location: Newport

Job Catagory: Strategic

Contract Type: Full Time

Job Description

Purpose of the Role:

The purpose of the Quality Consultant is to be responsible for real time quality monitoring of sales and non-sales interactions and provide detailed reporting on Quality, Compliance and Insight. Working in line with the Continuous Improvement Strategy

Responsibilities:

– Carry out quality checks in line with the agreed standards and checklists and provide feedback on the results in the agreed format

– Monitor calls to ensure the Consultants are meeting the required quality standards, providing support and guidance where opportunities are identified

– 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

– To ensure governance is being adhered to in relation to FCA; DPA; PCI Compliance; Ofcom; TCF

– On FCA Regulated campaigns, complete the Regulatory testing

– Participate in skill sessions and provide coaching, support, and feedback as required by campaign

– Complete work within the timeframes provided

– To record all feedback accurately and send on to the Team Leaders to deliver to the consultants

– Identify opportunities to build customer relationships and provide excellent customer service, with positive customer outcomes

– To work as a support function for campaigns and take part in team meetings or buzz sessions if required

– Participate in call calibration sessions with the consultants or the client

– Report on insight and Trend analysis as required by campaign

– Monitor Complaint/Cancellation calls and report on findings

– Provide 121 calibration support to Consultants on performance plans

– Campaign specific Tasks (transcripts/tele-verifications)

– Escalate any risks/breaches on the campaign

Skills/Knowledge /Experience

– Experience of being able to analyse and manipulate data in tools such as Excel and Access.

– Strong data management skills.

– Excellent Excel skills.

– Customer focused.

– Excellent listening and communication skills.

Qualifications:

Experience within Sales Contact centre and Quality Assurance exposure
Educated to GCSE/O Level standard

THE SUCCESSFUL CANDIDATE WILL NEED TO UNDERTAKE A DISCLOSURE SCOTLAND CHECK

Please email your CV to carpeo@centricrecruitment.co.uk

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