Call Performance Consultant

3 weeks ago


West Malling, United Kingdom Cabot Financial Full time

**Location**: West Malling, Kent, United Kingdom
- **Earnings**: £25643.00 to £29016.00

At Cabot, we pride ourselves on being the best at what we do and we recognise that it’s the people that make the difference to any organisation. So, are you ready for a new challenge? As we are on the lookout for a Production Co-ordinator to join our Production team in our dynamic Kent office

**Not heard of us? Here’s our story**:
Cabot Credit Management is a market leader in credit management services. We are an award winning, Investors in People Gold accredited organisation and we are passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom and our vision is to make credit accessible by partnering with our consumers to restore their financial health.

**Things you should know**:
As a Call Performance Consultant you will be working with the Call Performance Manager and Customer Operations to ensure our customer centric culture is embedded across all of our sites. This will include listening and marking calls in line with current business requirements and calibrating our call levels across the business and associated businesses.

The role will require an excellent knowledge of quality assurance models and the processes associated embedding the customer at the heart of our customer journey & commercial ethos.

**Some of the key responsibilities include**:

- Carry out Call Evaluating whilst working with other departments and stakeholders whilst being able to form a link between operational challenges and the regulatory requirements.
- Co-ordinate and attend call calibration sessions with Internal departments, team leaders, senior team leaders and collection managers to ensure consistency across the Customer Operations department.
- Attend and facilitate client and vendor call calibration sessions with the outcomes to be fed back to the business leaders with action points and remedy deliverables.
- Evaluate third party agent’s calls and work with our Performance Leaders to measure and manage third party standards to meet our own levels.
- Use the Nexidia speech analytical system evaluator product and other Nexidia services to understand and read key data results and prepare relevant action plans to drive higher results.

**Our benefits**:
Not only are we offering a competitive salary of £25,643-£29,016 per annum. We also offer a fantastic bonus scheme, you will also be entitled to loads of great benefits such as 22 days holiday plus all bank holidays, discount and cash back on hundreds of high-street shops, private health insurance, healthcare cash back plan, travel insurance, pension, on site health checks plus much, much more.

**Things we need from you**:

- Strong understanding of Quality Assurance processes and/or driving positive customer outcomes
- Previous evidence of coaching or presentation skills
- Excellent Communication skills
- Organisational and time management skills - Delivery against deadlines
- Listening Skills - Carrying out structured call listening

**What happens next?**

If this sounds like you and if you would like to join our rapidly expanding company that offers excellent career progression, then we would love to hear from you We are looking for people to interview now and join us ASAP


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