Quality Assurance Specialist
4 weeks ago
About The Role
We are currently recruiting for a Quality Assurance Officer to support our team at CarFinance 247. The Quality Assurance Officer will undertake call monitoring reviews and evaluate the standards of the calls from a compliance and quality perspective. They will also be responsible for providing management with regular feedback on the daily activity within call monitoring and ensuring all records are kept up to date and accurate.
Responsibilities
- Undertake call monitoring reviews on a daily basis in line with the call monitoring activity plan.
- Organise and participate in call calibration sessions.
- Develop a good understanding of the business, its teams, roles and the environment in which we work.
- Keep up to date with each business area's processes and call structures.
- Identify trends and potential risks to the business observed in the Quality Assurance activity.
- Evaluate and escalate any serious call monitoring issues to the Compliance Manager in line with internal compliance monitoring policy, plan, and timelines.
About You
- Experience working in a Quality Assurance role is essential.
- Experience in a sales or customer service environment is preferred.
- Suited to working in a fast-paced environment.
- Strong organisational skills and ability to prioritise workload efficiently.
- Precise and clear in written and verbal communication.
- Ability to work as part of a team.
- Good interpersonal skills.
- Flexible to respond to new situations.
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