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Quality Assurance Consultant
4 months ago
**Location**: Kings Hill
- **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**:
- Co-ordinate and attend call calibration sessions with Customer Consultants, Team Leaders, Senior Team Leaders to ensure consistency across the Customer Operations department & the wider business.
- 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 Harmony speech analytical system evaluator product and other Harmony services.
- Understand and read key data relating to call framework results and prepare relevant action plans to drive higher results.
- Work with Learning & Development to deliver key learning’s once they are evaluated.
- Call Performance Consultant will communicate findings with key stakeholders and other departments
- Prepare specific documentation with high level findings and accurate detail. Verbal communication need to be adequate in detail and professional in presentation. Facilitate and lead presentation sessions with small groups.
- **Able to communicate with Clients and Vendor. This will consist of responding to requests and attending call calibrations sessions.**
**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**:
- Able to understand the company Call Framework and or drive fair customer outcomes and approach, whilst evidencing call structure approach and high scores in Quality Assurance and personal call standards
- Understand the commercial organisation structures, key strategies, measurement, process, policy & training
- Prior customer experience / collections regulatory knowledge
- 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
- Adaptability in role to complete various tasks/projects outside of BAU
**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
