Call Monitoring Agent / Call Centre

Call Monitoring Agent / Call Centre

Location: Romford

Salary: Up to £26,000 (plus excellent benefits package)

Hours: Monday - Friday 40 hour working week

Our client is a fast-growing specialist in their field - they are currently in search for a strong Quality Assurance Officer who can bring their skills to the team and grow within the company. You will check equipment to make sure it is calibrated and operating correctly, inspect storage areas to make sure conditions will maintain the quality of the materials and products, and sign off on every step of the process.

Daily Duties:

• To achieve all individual and team KPIs while also ensuring full engagement with monthly 1-2-1 meetings and always looking for ways to progress
• To complete a required amount of recording reviews thoroughly and in its entirety on a weekly/monthly basis, as per our internal targets.
• To provide feedback and identify any training requirements to Head of Customer Contact, Call Centre Team Leaders, from the call listening on a weekly basis, whilst ensuring that any issues are identified.
• To ensure our clients customers are treated in a fair and consistent manner.
• 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.
• To develop and upkeep the Process Change Control Log
• To follow and understand all company procedures and policy’s, including understanding GDPR practices.

Skills Required:

• 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.
• Excellent attention to detail, administration, organisation, and ownership skills
• Ability to consistently identify mistakes and liaise with the relevant department to identify and improve in areas where needed.
• Strong analytical and problem-solving skills.