Call Quality Co-ordinator

LTK is looking to recruit a fun and outgoing person to join their vibrant culture where you really can make a difference

We have an exciting opportunity for a **Call Quality Co-ordinator** to join our team based at their **Birmingham** Business Park office. You will join on a **full time, permanent basis** and in return, you will receive a **competitive salary.**

LTK are an industry leading Automotive Consultancy company specialising in sales and retention solutions for vehicle sales and aftersales dealer networks. As an outsourced business, high standards of delivery are imperative in order to keep our clients andcustomers satisfied. We represent quality brands such as Peugeot, Citroen, DS, Vauxhall and Fiat, Chrysler

**About theCall Quality Co-ordinator**role**:
The Call Quality Co-ordinator’s role is to ensure agent call & booking quality is consistently monitored to achieve Client & Internal SLA’s.

The role requires daily call listening, scoring & marking and when necessary, providing real time face to face feedback to agents with the objective of continuous improvement. The Call Quality Co-ordinator should be highly organised, possess meticulous attentionto detail, have enhanced listening skills combined with stamina to get the job done. Previous experience is essential

Come join our fast paced, friendly environment at our offices based in the prestigious Birmingham Business Park.

Automotive experience is desirable but not essential as comprehensive training and support will be provided.

**Responsibilitiesof ourCall Quality Co-ordinator**:

- Develop & Maintain quality scoring mechanisms
- Ensure all quality audits are logged
- Ensure quality matrix & marking is aligned with all business operational processes
- Consistently monitor inbound and outbound call quality including, including language, tone, process, factual information and professionalism
- Ensure the targeted number of call monitoring’s are completed each day
- Monitor and track each agents’ quality performance, provide performance league tables
- As and when required provide ‘Live’ agent call listening and/or real time feedback
- Through analysis of quality monitoring, identify trends in knowledge/skills gaps & share with CCM & Training Manager to enable them to provide the correct interventions to assist & improve individual agents quality performance
- Review training interventions that have been implemented have moved the needle on the individual or collective quality scores
- Deliver personal objectives & targets
- Hold Weekly / Monthly Review meetings with internal & external stakeholder
- Act as an ambassador of LTK in every interaction with both our staff, customers and our clients
- Align to LTK Consultants Culture & Ethos and to the ‘Brands’ values

**What we’re looking for in ourCall Quality Co-ordinator**:
**Skills**
- Excellent customer service skills preferably gained in a contact centre environment
- Confident & Articulate communication skills to clearly convey information concisely both verbally & written
- Experience in Call Quality Listening & Measurement or similar role is essential,
- Attention to detail is essential
- A strong focus on customer service

**Behaviours**
- Self-motivation
- Stamina
- Patience
- Detail orientated
- Calm and logical
- Resilient

**What are the benefits of joining our team as aCall Quality Co-ordinator**?**
- Full Induction & Comprehensive Training
- 30 days holidays including Bank Holidays
- Additional days holiday for your birthday
- Management development initiative
- Contributory Pension Scheme
- Health Cash Plan
- Rewards Cash Plan
- Length of Service Awards
- Active Career Progression
- Free onsite parking

If this sounds like you and you would like to join us as **our** **Call Quality Co-ordinator**,** please click **‘Apply’** now. We’d love to hear from you