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Call Quality Evaluator
2 months ago
Zuto is seeking a highly skilled Call Quality Evaluator to join our team. As a key member of our organization, you will play a vital role in ensuring that our customer interactions meet the highest standards of quality and compliance.
Key Responsibilities- Audit and record customer interactions across all customer-facing business areas, ensuring adherence to quality and compliance standards.
- Provide detailed feedback on areas for improvement to enable effective coaching and training.
- Accurately record information in audit forms and reporting software.
- Identify and escalate potential risks to business management.
- Manage workload to achieve call listening KPIs.
- Contribute to the production of quality and compliance data and statistics.
- Assist with training and development, supporting new starters through the induction and academy process.
- Celebrate positive customer interactions and identify areas for improvement.
- Experience working within a Quality Assurance or 1st Line Compliance function.
- Strong understanding of regulatory requirements, including FCA, AMLR, FOS, and Consumer Duty.
- Attention to detail with the ability to record accurate information.
- Strong organizational skills and ability to manage a varied workload.
- Excellent communication skills with confidence in communicating at all levels.
- Ability to work collaboratively as part of a team.
- Strong customer focus with the customer at the heart of all activities.
- Proficiency in Microsoft packages, particularly Microsoft Excel.
- 25 days holiday plus bank holidays.
- Additional days off for birthdays and charity days.
- Training and development opportunities with career progression.
- Internal reward and cashback schemes.
- Award dinners, social events, and team nights out to celebrate success.
- Income protection and financial advice.
