Call Quality Moderator

3 days ago


Chester, United Kingdom Affinity Search and Selection Limited Full time

Role: Call Quality Moderator

Location: Chester

**Salary**: £20,000-£23,000

Working Hours: Monday - Friday 8-4 / 9-5

Our client is looking to recruit an experienced Call Quality Moderator to join their fast-paced office.

You will be responsible for ensuring call quality remains at a high standard, by listening across the call centre to generate scores and give quality feedback.

Key Responsibilities:

- Call Quality - to work with Team Leader’s in conducting area/individual staff call listening sessions. This involves arranging 121 sessions, delivering constructive call feedback, writing a post session report for the individual and Team Leader to be recordedon staff development files. To attend Call Calibration sessions with Operations Team Leaders to nurture consistency in what makes a Quality Call.
- Call Quality - core responsibility will be to ensure that call quality standards remain at a high standard. To conduct monthly remote call listening of the x5 Operations teams. To deliver feedback to staff/Team Leaders/Compliance when call improvementsare required or breaches in policy have occurred
- Call Quality - to work with other members of the training team in developing a call quality database for more targeted listening and easier call quality reporting.
- Call Quality
- to identify further Quality monitoring opportunities and liaise with Training and Operations team to explore these further.
- Training Delivery - To learn the key aspects of all the Operations teams.
- Training Delivery - To be involved in delivering companywide training content as and when required e.g. new software, Compliance training e.g. FCA reminders
- To assist in the management of all training administration, including maintenance of training records, training manuals/handouts, all pre
- and post-training administration.
- To be involved in booking staff onto training courses/qualifications as and when required.
- Act as a role model for the business ensuring that the company’s vision and values is embedded into all training and development opportunities.

Skills and Knowledge:

- Experience of training, coaching or developing others
- Understanding of the finance industry’s regulator (FCA & importance of TCF)
- A need to learn the core activities of all Operations teams
- A willingness to study a training qualification
- Excellent verbal and written communication skills
- Ability to deliver constructive performance feedback
- An organised and planned approach to workload
- Root cause analysis of customer feedback and complaints

Attitude:

- A passion for the training and development of colleagues call quality
- Self-motivated with the ability to work on own initiative & prioritise workload
- Team player with excellent interpersonal skills
- Ability to communicate with all levels
- Empathy and patience


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