Welcome to Golden Egg Recruiting & Training |  Call us on 0161 974 7080

 

Welcome to Golden Egg Recruiting & Training |  Call us on 0161 974 7080

 

Quality Assurance Officer - £18,000 to £25,000 | Golden Egg Recruiting

Quality Assurance Officer - £18,000 to £25,000 | Golden Egg Recruiting

 

Quality Assurance Analyst

Description

Our client is looking for an experienced Quality Assurance Officer to conduct call audits in line with quality assurance (QA) processes and guidelines. Our client is a financial solutions providers which provides ethical and customer focused financial management plans. Fully FCA licenced, and they are looking to add to their expanding team in Manchester City Centre.

Responsibilities 

  • Auditing calls and reviewing in line with company expectations.
  • Logging results of audited calls.
  • Providing constructive and positive call audit feedback to agents and team managers to support development and performance improvement.
  • Identifying issues and trends, making suggestions for training requirements.
  • Carrying out file audits in line with company expectations, and reporting areas of concern.
  • Helping to develop call monitoring/file auditing systems as required.
  • Keeping up to date with regulatory requirements.
  • Liaising with the Compliance Team and providing support as and when required.
  • Providing live coaching and support to agents, giving advice on how to deal with different situations.
  • Conducting ad hoc training sessions for agents as required.
  • Contribute to the overall performance of the department and provide support to the managers as and when required.

Requirements

  • Call auditing and monitoring skills
  • Good attention to detail
  • Industry knowledge
  • Effective communication and interpersonal skills
  • Ability to work well on own or as part of a team
  • Adherence and professionalism
  • Punctuality, reliability and self-motivation

Benefits

  • £18k – £25k dependent on experience
  • Company pension scheme
  • Continuing Professional Development
  • Based in the city centre, onsite Café and Gym

 

 

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