Quality Executive

Recruiter
Interaction Recruitment
Location
Manchester, Greater Manchester
Salary
£19000/annum + benefits
Posted
10 Jun 2017
Closes
10 Jul 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Quality Executive

Manchester

Full time – Permanent

£19,000 plus benefits

37.5 hours between 8am and 6pm Monday to Friday

The primary purpose of this role is to provide the highest standards of customer service for an inbound contact centre environment, by identifying individual customer needs and supplying them with the information and tools they require to make informed decisions

As a Quality Executive you will get:

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To work for a premium insurance brand

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Excellent career progression opportunities

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Central location

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A competitive salary

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Pension scheme

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On going training

As a Quality Executive you will be:

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Call and correspondence monitoring and evaluation through proactively listening in to agent calls and escalations and received correspondence

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Working with staff to achieve and maintain a minimum sampling score

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Offering assistance through quality feedback sessions and identifying the coaching needs of staff

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Looking for trends across all teams and making recommendations for relevant training sessions

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Monitoring and reporting suspicious transactions monitoring

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Provide support to the Operations team to meet and sustain client targets by providing accurate & timely analysis

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Providing accurate and timely feedback to agents as an area for development including variance re-porting

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Ensuring key issues relating to processes are reported and corrective actions are taken from the client perspective

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Ensuring continuous improvement in the scores of all quality metrics

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Be able to demonstrate an ability to work within a pressured environment, meeting both internal and external service level agreements

As a Quality Executive you must have:

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Strong Communication skills (Written and Verbal)

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Attention to detail

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Excellent process knowledge

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Adaptability to changes in line with business needs

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Organisation and Prioritisation

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Must have at least one year experience in a similar customer service environment,

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Excellent oral and written communication skills

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Computer literate with experience of web based applications and MS Office

To apply for this role please email your CV to or call (Apply online only)