Quality Assurance Specialist
3 weeks ago
This is a remote-based role with occasional travel required to London or Milton Keynes. We are looking for a skilled Call Quality Auditor to join our Business Assurance team.
About the RoleThe Call Quality Auditor will be responsible for delivering call audit services across the Group, providing assurances that staff are adhering to internal procedures and regulatory requirements for distance sales.
Key Responsibilities- Listen and monitor calls made by Account Handlers and provide results and feedback on the content and quality to the Account Handlers and Management.
- Ensure that responsibilities and agreed objectives are completed in accordance with the relevant Company and/or Group policies, and consistent with their assigned responsibilities.
- Advise and guide Account Handlers, as required, in conjunction with support from their line managers.
- Manage assigned projects and contribute to other projects as required.
- Respond appropriately to urgent issues as they arise.
- Meet all competency requirements by undertaking training and following agreed principles, policies, processes, and procedures.
- Remain aware of external, industry, legal, and regulatory developments to ensure practice and outputs are of a sufficiently high standard.
- Has utilised Microsoft Office products.
- Will ideally have experience of operating in a compliance, monitoring or audit and/or experience of working in a call centre with supervisor experience including monitoring other people's work and call quality.
- Analytical and problem-solving and project management skills.
- Good planning, organisation, delivery, and time management skills.
- Educated to A level standard including good GCSE's in English and Maths (or equivalent).
We value diversity and are committed to providing reasonable accommodations to ensure that our positions align well with your needs. We offer flexible hours and hybrid working arrangements to support a healthy work-life balance.
If you're excited about this role but have some doubts about whether it's the right fit for you, send us your application – if your profile fits the role's criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
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