Quality Assurance Officer
7 days ago
**Quality Assurance Officer**
**_Do you want to join a growing, National Award-winning company?_**
**_Can you answer yes to the following?_**
- I have a can-do attitude
- I’m passionate about delivering excellent coaching and support
- Thrive on seeing colleagues develop and grow within the workplace
- I'm full of enthusiasm, drive, and ideas
- I can complete a task with accuracy and have a thorough approach with close attention to detail
- I’m keen to join an exciting and growing business that consistently delivers high standards
- I’m ready to join an award-winning business that will recognise my contribution
Then you sound like a perfect match for Sonex Financial We’re a fast-growing business, part of the multi-award-winning Lantern Group, and have a great opportunity for you to join our highly experienced customer service team based in Cardiff.
In return, you’ll receive a very competitive salary and an amazing benefits package, and become part of a team that works hard, but still makes time for fun together.
**Who are we?**
Sonex Financial is part of the Lantern Group, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession
Sonex is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector. We partner with a number of the big energy and utility providers, helping their customers, experiencing financial vulnerability, find the right solution based on their personal circumstances.
**About the role**
- Corporate policies, procedure and client requirements
- Applicable regulatory guidelines
You will be conducting audits and quality reviews of Agent performance to ensure they are providing up to date information, following current processes and communicating effectively with customers.
Ensuring the appropriate number of audits are performed for each agent. Expectation is at least 1 per agent per week unless the specific needs of the client changes.
You will manage and facilitate monthly call calibration sessions internally and if needs be with our clients.
Deliver coaching, advice and guidance based on audit findings. Report these findings to the Management team for monthly performance reviews.
Always adhere to regulatory and client specific requirements.
We’ll give you the best start in your role, we will show you the Sonex way. This includes up to 6-weeks training and coaching to get you started and provide you with everything you need to succeed.
**Knowledge, Skills and Abilities**
- Ability to coach, mentor and motivate
- Able to demonstrate strong communication skills and an excellent telephone manner
- Good numeracy skills with the ability to analyse and interpret KPI’s and how to use them to improve performance
- Ability to identify training needs and support continuous improvement
- An understanding of how to set SMART
- Can build and maintain excellent and credible relationships with managers and employees
- Support with Learning & Development of staff
- Self-motivated, with an enthusiasm to learn, develop and grow
- Able to work independently as well as part of a team
- PC literate, experience of Microsoft Office / 365
- 12 months experience in the Energy and or Financial Services
**In return we offer**
- Salary **£23,000** per annum
- Up to **10% **of your annual salary in bonus
- Internal recognition schemes with financial award
- Reward Hub - Employee discount and well-being scheme
- Free onsite parking
- Work based pension
- **30** days holidays (including public holidays)
- Summer and Christmas Parties
- Work social events
- Pizza Friday - last Friday of each month
- Smart casual dress code
- Overtime opportunities
- Refer a Friend Scheme - **£400** for each successful referral
- Great training, lots of support and become part of a friendly team, that recognises and rewards high performance and career progression opportunities.
**Salary**: £23,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Gym membership
- On-site parking
- Store discounts
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Cardiff, CF24 0AD: reliably commute or plan to relocate before starting work (required)
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**Salary**: £23,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Employee discount
- Referral programme
- Store discount
- Wellness programme
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Cardiff: reliably commute or plan to relocate before starting work (required)
Work Location: One location
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