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Quality Assurance Officer
2 weeks ago
**Do you enjoy helping your team improve? **We have a unique and exciting opportunity for a **Quality Assurance Officer** to drive continuous improvement across a busy collections department. **You’ll listen to live calls and score agents’ performance**, using this information you’ll then provide structured feedback on how they can improve their quality
**Important Bits**
**Salary**:
- £21,125 Per Annum
**Location** - Leamington Spa, Warwickshire (commutable from Warwick, Bishop’s Tachbrook, Blackdown, Stoneleigh, Hunningham, Harbury and surrounding areas)
**Role Type** - Permanent / Full Time / Monday - Friday
**Benefits** - 22 Days holiday + Bank Holidays, Variety of discounts, Free car park, On site restaurant and Costa Coffee, Social events, Lots of incentive schemes
**The Role**
**You’ll score calls and perform account reviews on debt recovery agents**. Using this information you will report back to team leaders, advising where training is needed and how their quality can be improved. **You will also undertake some of the improvement training with the agents to show them how they can increase their score.**
You will also liaise with clients to ensure their expectations are being met as different clients require different questions to be asked on calls. You’ll also assist with drafting responses for complaints.
**It’s important you have a good understanding of reporting, are tech savvy and methodical in your approach. You could come from a data entry, analytics, call centre or administrative background.
