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Quality Coordinator £24,500 (hybrid)
As part of our client’s growth plans, they are looking to strengthen their team based in offices just north of Sheffield City Centre. They are part of a large group, employing over 450 people in debt recovery throughout the UK.
Position
Working closely with the managers in our contact centre, your role will be key in monitoring and improving call handling quality/capability.
Key elements of the role will include:
- Monitoring call quality and providing coaching to call centre team members - improving performance.
- Conduct 1-2-1 feedback sessions, clearly and effectively delivering opportunities for improvement and areas of strength in team members.
- Assisting in managing individual and team KPIs - ensuring a focus on quality, call time and collection outcomes.
- Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients.
- Assisting in online testing with agents - monitoring performance standards.
- Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement.
- Help train new and existing team members to build and grow individual capability.
- Assisting with client collaborations
- Assisting with ISO internal/external audits
Requirements
To be successful in the role, you will need to demonstrate:
- Must have a regulatory background
- Good IT skills - able to adapt and use new systems.
- Problem-solving skills, able to look for solutions without having to ask.
- Previous coaching and training experience within a telephony environment.
- An analytical mindset - able to understand complex issues and identify issues/opportunities.
- Clear communication capabilities - both written and verbal.
- Previous practical experience in coaching and training telephony teams.
- An ability to work shifts between 8 am and 6 pm, Monday to Friday.
Other information
This is a full-time permanent role based in our Sheffield offices (S3 postcode area), paying a basic salary of up to £24,500. Hybrid will be considered dependent upon performance.
- Full Training and Career Development
- Fruit and Daily Refreshment Offering
- Company Pension Scheme
- On Site Parking
- Life Assurance Plan
- All successful applicants will be required to complete DBS/CCJ and other background checks.
