Quality Assurance Officer

4 days ago


Pudsey, Leeds, United Kingdom Lantern Debt Recovery Services Ltd Full time
About the Role

We are seeking a highly skilled Quality Assurance Officer to join our team at Lantern Debt Recovery Services Ltd. As a key member of our customer experience team, you will be responsible for ensuring that our communications with customers meet the highest standards of quality and excellence.

Your primary focus will be on monitoring verbal and non-verbal communications in a multi-channel environment to provide assurance that we are delivering exceptional customer outcomes. You will also monitor communications from Outsource Partners who manage accounts on our behalf, providing accurate and clear assessments based on adherence to our multi-channel scorecard.

The ideal candidate will have a minimum of 6 months' experience working in a collections or quality assurance role within a regulated activity. You will possess strong analytical skills, effective communication skills (written and verbal), and the ability to prioritize and balance workload effectively. Additionally, you will be able to demonstrate accurate and timely record-keeping, strong relationship-building skills, and flexibility to business needs.

This is an exciting opportunity to work with a market-leading specialist debt purchaser and service provider, known for their empathetic and bespoke approach to all types of communications with customers. We pride ourselves on our solid reputation, built over 17 years, and our cabinet bursting with awards including Investors in Customer and Investors in People GOLD.



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