Training and Quality Lead

3 weeks ago


Chester Cheshire, United Kingdom Northreach Full time

Northreach is a dynamic recruitment agency that connects businesses with top talent in the fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation, and professional growth. Founded by farmers and bankers they combine these industries to provide tailor made solutions for rural communities and operate very differently from high street banks.
Responsible for the day-to-day management of the teams, delivering a first-class service whilst embedding new working practices. Robust performance measures will ensure customer satisfaction is of the highest standard.

Delivery of quality services to meet internal and external requirements.
Coach team members to hit call quality and work accuracy targets via side-by-sides and drop-in sessions in addition to daily QC checks
Aware of potential Operational Risks, Reputational Risks and Conduct Risks taking appropriate action to mitigate and adhere to policies and ensure Operational resilience is controlled
Ensure service performance and quality control through effective performance measures.
Manage the teams through formal and informal colleague performance and development reviews to ensure the achievement of business plans.
Produce and evaluate management information to monitor performance and identify trends, making recommendations for improvements.
Deal with customer complaints and dissatisfaction through to resolution ensuring service level agreements are adhered to and root cause analysis mitigates future occurrences.

Financial services experience, having existing knowledge of regulatory factors and policies
Northreach is an equal opportunity employer and we do not discriminate against any employee or applicant for employment based on race, colour, religion, sex, national origin, disability, or age. We are committed to promoting diversity, equity, and inclusion in the workplace and hiring practices, therefore only partner with businesses that promote DEI.



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