Quality Assurance Officer

Quality Assurance Officer

Sheffield

Monday - Friday (Hybrid Working once fully trained)

Salary up to £24,500

Do you have experience working in Quality Assurance?

If you do, please read on as we are proud to be representing a leading financial services business based in the Sheffield area that is looking to grow its team.

We work with some of the largest retail, banking and commercial businesses around the UK to help recover overdue debts and arrange payment solutions, helping people to clear their debts.

Quality Assurance Responsibilities:

• Monitoring call quality and providing coaching to call centre team members - improving performance.
  
  
• Conduct 1-2-1 feedback sessions, clearly and effectively delivering opportunities for improvement and areas of strength in team members.
  
  
• Assisting in managing individual and team KPIs – ensuring a focus on quality, call time and collection outcomes.
  
  
• Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients.
  
  
• Assisting in online testing with agents - monitoring performance standards.
  
  
• Helping to raise the bar around data quality entered into our systems – identifying and advising on areas for change/improvement.
  
  
• Help train new and existing team members to build and grow individual capability.
  
  
• Assisting with client collaborations
  
  
• Assisting with ISO internal/external audits
  
  Quality Assurance Benefits:
  
  
• Hybrid working
  
  
• Full Training and Career Development
  
  
• Fruit and Daily Refreshment Offering
  
  
• Company Pension Scheme
  
  
• On Site Parking
  
  
• Life Assurance Plan
  
  All successful applicants will be required to complete DBS/CCJ and other background checks.
  
  If you feel like you would be a good fit for the role, please click APPLY now