Call Performance Consultant

3 days ago

Kings Hill, United Kingdom Cabot Financial Full time

Are you a Call Performance Consultant? Do you have experience reviewing quality of calls? Do you enjoy putting the customer at the heart of everything you do? If you’ve answered yes, then you could be the right person to join the call performance team in our Kings Hill office, ME19 4UA.

**What you can expect as a Call Performance Consultant**:

- Salary of £25-27k
- Permanent Contract
- Hybrid basis from our Kings Hill office

Not only are we offering a competitive salary and a fantastic bonus scheme, you’ll also be entitled to loads of great benefits including, discount, private health insurance, and cash back on hundreds of high-street shops, plus much more.

As our new Call Performance Consultant, you’ll support the Call Performance Team Leader and wider business to ensure our customer centric culture is embedded throughout.

You’ll be responsible for the quality of calls, non-voice customer touch points and calibrating our call quality levels, in line with current business, regulatory and client requirements.

**Key responsibilities include**:
**Quality Assurance**
- Call Performance Consultants need to demonstrate a strong connection with understanding fair customer outcomes and assessing customer detriment, being able to form a link between operational challenges and the regulatory / client requirements.

**Speech Analytics Query Validation**
- Validation of queries generated through speech analytics to ensure oversight of customer outcomes outside of the quality assurance / call marking process.

**Calibration**
- Co-ordinate and attend call calibration sessions with Customer Consultants, Team Leaders, Senior Team Leaders to ensure consistency across the Customer Operations department & 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. Work with our Performance Leaders to measure and manage third party standards to meet our levels.

**Evaluating**
- Understand and read key data relating to quality assurance results and prepare relevant action plans to drive higher results.

**Things we need from you**:

- Understanding of quality assurance processes
- Desire to drive positive customer outcomes
- Evidence of high scores in quality assurance and own personal standards
- Understanding of regulatory requirements in the quality assurance function
- Prior customer experience / customer care / collections regulatory knowledge
- Previous evidence of coaching or presentation skills
- Understanding of Complaints/Disputes/SARS process

**What happens next?**

**Working for Cabot**:
You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.

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