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Contact Centre Quality Assurance Assessor

Huntress
Job LocationWolverhampton
EducationNot Mentioned
Salary£29,000 - £31,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Servicing Quality and Performance AnalystWe are currently looking to recruit an experienced Contact Centre Quality Assurance Assessor who is passionate about customer experience and employee development.Monday to Friday role - 9am - 5pm.Salary: £29,000 - £31,000 + annual bonusflexibility for hybrid workCore Responsibilities:

  • Assess and mark both live and recorded calls to confirm that calls are compliant.
  • Provide feedback to team managers and to People Development on coaching and development needs
  • Undertake administration quality checking across the department
  • Identify skill needs and gaps
  • Recommending appropriate coaching
  • Ensure all work is carried out in line with compliance requirements both internal and external regulation, including GDPR, MCOB and MMR
Skills - Quality Assurance, Quality Monitoring, Quality Monitoring Assistant, Quality and Performance AnalystSuccessful candidates:
  • Detailed knowledge of Microsoft Office is essential.
  • Detailed knowledge of Phoebus is Desirable.
  • Basic knowledge of regulatory requirements e.g. MCOB, GDPR and BACS is Desirable.
Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgroundsand will ensure measures are met when required, to allow a fair process throughout.PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Keyskills :
ComplianceRisk AssessmentCall QualityauditQuality assurancePerformance AnalystQuality and Performance

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