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Call Quality Assessor

3 months ago

Manchester, United Kingdom Zuto Full time

Call Quality Assessor

Salary:
£26,000

Who are we?
Zuto is a marketplace connecting customers, lenders and dealers. Our reason for being is to transform the car finance experience with simplicity and integrity.

Located across two sites, our vastly talented team of Marketeers, Product Owners, Technology experts and our passionate car buying experts are based in our Manchester city centre office and Macclesfield contact centre.

We believe in enabling our team of over 300 Zutonites to work autonomously within an energising and inspiring environment.

Our team work productively and imaginatively when they are free from rigid hierarchy and structures, focused on solving customer problems and delivering a world class customer journey.

Zuto's flexible and supportive approach empowers achievement and the delivery of outstanding results.


As a call quality assessor you will be responsible for ensuring all Zuto customer interactions meet both regulatory and business standards in terms of quality and compliance.

Helping collate and deliver effective feedback and analysis to ensure our customers are dealt with in a professional and compliant manner.

You will work closely with all business areas and conduct monitoring and quality assurance acting as the First Line of defence for all business risks.


Role responsibilities

  • To listen to customer interactions across all customer facing business areas, to identify Quality and Compliance feedback.
  • Detail feedback on improvements to enable coaching activity.
  • Accurately record information in audit forms and reporting software
  • Identify and escalate any potential risks to business management.
  • Manage workload to ensure call listening KPI's are achieve.
  • Help produce quality and compliance data and statistics.
  • Identify themes and trends.
  • Assist with training and development, support new starters through the induction and academy process.
  • Celebrate positive customer interaction
  • Be available to undertake business projects when required.

Experience, skills and qualifications required

  • Experiencing working within a Quality Assurance or 1st Line function.
  • Good understanding of Regulatory requirements, E.g FCA, AMLR, FOS
  • Attention to detail with the ability to record accurate information.
  • Strong Organisational skills and ability to manage a varied workload.
  • Strong communicator skills with confidence in communicating at all levels.
  • Ability to work as part of a team, in a collaborative manner.
  • Strong sense of Customer with the Customer at the heart of what you do.
  • Understanding of all Microsoft packages, especially Microsoft Excel.

What this role and Zuto will offer you

  • 25 days holiday plus bank holidays
  • Additional days off for your birthday and charity days
  • Training and development with career progression opportunities
  • Internal reward and cashback schemes
  • Award dinners, social events, and team nights out to celebrate success
Income protection and financial advice

  • Department
  • Sales
  • Locations
  • Manchester Head Office
  • Contact Ellen Peak Contact Centre Recruitment Manager
  • People Team
    Colleagues:


Ellen Peak
  • Contact Centre Recruitment Manager
    Current job vacancies:


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