Job Purpose Benchmark the quality of contact centre calls and provide high quality and actionable feedback to management and colleagues. Provide recommendations and insight to ensure a first class quality customer experience is delivered. Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets Recognise and promote role-model call quality results Main Account abilities and approximate time split Independently audit the quality of front line advisor calls and monitor various controls, measuring against procedures and defined scorecards Attend regular benchmarking sessions with Team Leaders to ensure that call-monitoring standards and controls and checks are understood and that calls are consistently assessed. Where appropriate, drive performance by holding one-to-one sessions with Team Leaders or Contact Implement adequate reporting mechanisms and control measures for all quality initiatives Identify opportunities for improvement and support implementation based on results and findings of quality monitoring. Review contact centre communications (e.g. Daily Bulletins, feedback from Team Leaders) to identify issues and impacts that could be avoided or reduced; work with line manager to progress solutions Governance and Compliance (15%) Ensure that Call Monitoring and Controls and Checks guidelines/standards are fit for purpose and cover relevant regulatory and business requirements Develop, interpret and present reports to Operational and Senior Managers on quality performance against objectives and targets Working Hours: Monday - Friday 09.00-17.00 Office Angels are a Recruitment Agency and an equal opportunities employer. Due to the high number of applications we are receiving at present, we are unable to respond to every application individually. If you do not hear from one of our consultants within 7 days please assume that your application has not been successful. We may contact you in the future about other suitable positions. Also please note applicants looking to relocate to the Dorset area, must please call the office direct 01202 557789.
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