Call Quality Assessor

4 weeks ago


Birmingham, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

**Join us as a Call quality assessor within Financial Health & Support**:

- We’ll look to you to provide the business with independent assurance that the customer calls and conversations are meeting all internal and external regulatory requirements
- You’ll complete an independent validation of calls and customer journey assessments, making sure that they are being accurately worked by the business and providing customers with fair outcomes
- This fast-paced and varied role provides an opportunity for a customer focused individual to advance their career and raise their profile across the FH&S function

**What you'll do**:
As a Call quality assessor, you’ll work on any additional call listening and customer journey testing required to support the wider organisational assurance plan, as well as providing quality feedback for all completed call assessments, with prompt escalation of any key or emerging risks & themes via line managers.

You’ll also be responsible for:

- Identify opportunities to enhance the customer experience
- Supporting the delivery of key business priorities across the business
- Assisting the operation to support prioritised call assessment coaching, making sure that fair outcomes are evidenced within the business

**The skills you'll need**:
You’ll demonstrate a drive for delivering great customer outcomes within a compliant environment as well as a good understanding of regulatory, operational and credit procedures.

You’ll also need:

- Knowledge of the products and services within FH&S and experience of working within FH&S is desirable. As well as experience & knowledge of the Banking industry, legal policies and regulations.
- Prior experience of working in a call auditing or assurance testing and debt management environment is preferred.
- Ability to determine Customer Experience and highlight areas of strength and weakness, as well as identify customers are receiving fair outcomes.
- The ability to develop working relationships, and to work with colleagues and stakeholders to make sure that customers are receiving fair outcomes
- The accuracy and attention to detail to provide consistent and robust levels of call and customer journey adherence testing
- Strong communication skills to provide effective written feedback


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