Quality Assessor
7 days ago
**Job Title**:Quality Assessor
**Location**:Stockport City Centre(Moving to Manchester City Centre next year)
**The Company**:
The company, based in Stockport town centre, specialises in generating leads for Personal Injury and Road Traffic Accidents. They work with a large panel of solicitors on a no win no fee basis and help hundreds of claimants to access compensation providing a first-class customer journey offering a fast track, hassle-free service. They are up to date with the latest compliance procedures (including the new 2021 Pre-Action Protocol) and are expanding.
**What We Offer**
- 09:30 - 18:00 (Mon - Thur) 09:30 - 16:00 (Fridays)
- £22,000 Basic annual salary + Commission OTE £30,000
- 20 days holiday per year pro rata (+ bank holidays)
- Contributory Pension Scheme
- Progression to Quality Manager and looking after your own Quality Team
**Where the role sits in the team and wider business**
This is a key position supporting the smooth and effective running of our Call Centre, reporting to the Call Centre Manager to provide oversight on the quality of calls.
Working within a small-sized growing business it is important to be a real team player, which can mean working with other areas of the business to gain valuable insight and help all aspects of the company.
**Key Areas of Responsibility**
- Listening to and analysing recorded & live calls
- Identifying opportunities for improvement & coaching the relevant team members
- Produce reports on how the team is performing
- Assist in the development of call quality processes
- Work with the Call Centre Manager to develop quality management systems
**Short, medium, and long-term objectives**
- Short-term objectives are to monitor and analyse calls using current systems and provide feedback for the development of our monitoring process.
- Medium-term objectives are to implement changes to improve call monitoring.
- The long-term objective may be to progress within the organisation, as well as develop quality measurement across the wider business.
**Required Experience, Education, and Training**
- Knowledge of Microsoft packages - Word, Excel, PowerPoint
- Experience working within a call centre environment
- Experience or interest in quality management
**Soft Skills and Personality Traits**
- Meticulous attention to detail
- Good telephone and personal manner with an ability to deal with people at all levels
- Driven with good time management skills
- Honesty & integrity
**Salary**: £22,000.00-£30,000.00 per year
Schedule:
- Monday to Friday
Supplemental pay types:
- Commission pay
Reference ID: CCJ024
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