Contact Centre Quality Assurance Assessor

7 months ago


Wolverhampton, United Kingdom Huntress Full time

Servicing Quality and Performance Analyst

We are currently looking to recruit an experienced Contact Centre Quality Assurance Assessor who is passionate about customer experience and employee development.

Monday to Friday role - 9am - 5pm.

**Salary**: £29,000 - £31,000 + annual bonus

flexibility for hybrid work

Core Responsibilities:

- Assess and mark both live and recorded calls to confirm that calls are compliant.
- Provide feedback to team managers and to People Development on coaching and development needs
- Undertake administration quality checking across the department
- Identify skill needs and gaps
- Recommending appropriate coaching
- Ensure all work is carried out in line with compliance requirements both internal and external regulation, including GDPR, MCOB and MMR

Skills - Quality Assurance, Quality Monitoring, Quality Monitoring Assistant, Quality and Performance Analyst
- Detailed knowledge of Microsoft Office is essential.
- Detailed knowledge of Phoebus is Desirable.
- Basic knowledge of regulatory requirements e.g. MCOB, GDPR and BACS is Desirable.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.



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