Our Client
Our client are industry leaders and specialists in debt resolution and revenue protection. They only work for the leading utility companies who utilise their expertise, technology and talented and professional team to deliver outstanding outcomes.
Location
This role is based at their Head Office in Central Romford. This is a 40 hour week working either 8am to 5pm or 9am to 6pm, Monday to Friday
Benefits
- Competitive salary, with increase after satisfactory completion of probation
- Pension
- Life Assurance
Primary Responsibility of the role
Reporting into the Compliance Manager, your main purpose within this role is to ensure the Quality and Compliance of the internal and external contact teams are in line with the contractual Quality requirements from our clients. You will conduct quality assurance reviews in line with applicable legislation, regulation, client requests and company policies. This role would require a high level of attention to detail when completing all tasks as well as a focus when working on repetitive requests whilst being able to work towards common goals as part of a team. You will need to liaise with all areas of the business and our clients to ensure the highest level of quality and service is always provided. You will also need to achieve all department and personal KPIs, to remain client/business focused always and to keep up to date with all business/legal changes
Key Responsibilities of the job
- To complete a required amount of Field Visits/Telephony Call recording reviews thoroughly and in its entirety on a weekly/monthly basis, as per our clients and internal targets.
- To provide feedback and identify any training requirements to Head of Customer Contact, Call Centre Team Leaders, Area Managers and Field Agents from the call listening on a weekly basis, whilst ensuring that any issues are identified.
- To review the feedback from QA calls, identifying trends and report findings to Compliance Manager.
- To recognise and escalate any matters that need immediate attention whilst constructively communicate findings to interested parties throughout the business.
- To maintain the QA scorecards in line with client's requirements
- To be able to respond to/resolve customer complaints while liaising with different areas of the business, following company policies and business processes.
- Assist the Field Operational Team with Field Agents call listening as and when required.
- To follow and understand all company procedures and policy's, including understanding GDPR practices. Be able to complete company paperwork relation to these processes and policies.
- To be available to travel to offsite meetings to meet new and existing customers of the business unit.
- To participate in training courses that will enhance their performance within their job role while also adapting to any development needs and requirements of the business.
- To proactively engage with all areas of the business to actively create and maintain key working relationships.
Skills and Experience
- Previous experience in a QA/Compliance role including experience with internal/external audits.
- Previous experience in call listening and score recording.
- Experience with compliant handling as well as being able to identify and analysis the root cause.
- Previous knowledge and experience of ISO requirements, Data Protection and GDPR
- Excellent communication skills both written and verbal.
- Strong interpersonal skills and ability to develop/maintain relationships at all levels within the company and external clients.
- Using systems and good level of Excel