Call Quality Monitor

Job description

Call Quality Monitor
Leeds

Salary £21,046k + 3% flexible benefits + on target bonus of 5% + contributory pension

THE ROLE
A rare and exciting opportunity to join one of the fastest growing companies in the UK. We are looking for a Call Quality Monitor who truly wants to make an impact on our organisation. The successful candidate will be responsible for providing call quality scoring working closely with designated team leaders to promote continuous improvement in call scores. Provide analysis based on the call quality results across the collections areas. Carry out additional reviews, as required, on calls to ensure that process and procedures are being followed.

We have a strong track record of sustainable growth which is set to continue - the team that helps to deliver that will be rewarded for their contributions with a competitive package including market rate salaries, flexible benefits and annual bonus.

EXPERIENCE REQUIRED
• Collections experience
• Understanding of call quality
• Broad understanding of the regulatory environment governing debt collection activity
• Experience of Quality Checking preferred, not essential

QUALIFICATIONS
• CSA Diploma desirable

KEY RESPONSIBILITIES
Reporting to the Call Quality Team Leader your responsibilities will include:-

• Score a set number of calls on each agent across the Collections department.
• Provide feedback to allocated Team Leaders and work with them to address call quality issues
• Provide analysis on adherence to process, compliance etc, and work with the team leaders to support facilitating constructive feedback to customer account managers
• Carry out additional reviews, as required, on calls to ensure that procedures and processes are being followed.
• Attend consistency sessions within Call Quality Monitor peer group to ensure consistency across the department
• Attend Call Consistency session with Agents and Team Leaders and provide support.
• Share best practice and feedback to key stakeholders: - Team Leaders, Operational Trainer, Group Team Leaders
• Adhere to predefined work schedule encompassing call scoring, feedback sessions, team briefs etc
• May be required to perform quality scoring on Letters, e-mails and work Q items.

SKILLS AND COMPETENCIES
• Feedback skills.
• Highly developed listening skills.
• Excellent communication skills.
• Analytical skills.
• Methodical and able to work with defined processes.

LOWELL GROUP
One of just 200 companies to hold Champion Investor in People status our customer service is currently rated as ‘outstanding’ by Investor in Customers, the UK’s leading customer experience consultancy. We are a leading provider of credit management services specialising in collection, data analytics and customer insight. Our Leeds office is our headquarters and also the centre for our debt purchase business.

Through our debt purchasing arm we work with a range of creditors and service providers including banks and mobile phone companies. We buy their non-performing accounts, and then work with each individual customer to establish and agree a tailored repayment plan based on their circumstances.

With over 18 million owned accounts and over 1000 team members we set up over 130,000 new arrangements, make and receive over 3 million calls and send 4 million letters a month.

Our strong track record of success is based on great people giving 100% commitment to deliver great results both for our customers and for our business.

REWARD PACKAGE
• Competitive salary, annual bonus and pay reviews, contributory pension and 3% flexible benefits pot with options including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club and retail discounts.
• Ability to buy up to one week’s worth of holiday subject to start date
• Free shuttle bus from Leeds City Centre
• Subsidised restaurant and free on-site gym
• A range of incentives designed to communicate, connect, develop, involve and recognise our team
• 11-strong learning and development team offering a range of internal and external programmes and financial support for qualifications to support career progression

If you wish to be considered for this superb opportunity and to join a winning team, click apply and attach your CV. You must be eligible to work in the UK.