Quality Co-ordinator

Sue Ross Recruitment are seeking a Quality Co-ordinator to join a leading provider of debt recovery services across the UK, employing over 450 people nationwide. This is a fantastic opportunity to play a key role in monitoring, improving, and maintaining call quality standards while helping to develop the call centre team. If you have a strong regulatory background, coaching experience, and a keen eye for quality and compliance, we’d love to hear from you!

The Role:

Working closely with contact centre managers, you will be instrumental in ensuring quality assurance across all customer interactions. You will provide structured feedback and coaching to call agents, helping them refine their approach, improve compliance, and enhance overall customer service.

Your role will involve monitoring calls, analysing key performance metrics, conducting training sessions, and supporting compliance and ISO audits. You will also play a key part in data accuracy and process improvements, helping to drive efficiency across the business.

Key Responsibilities:

• Monitor and assess call quality, ensuring high standards of customer service and compliance.
  
  
• Provide coaching and feedback to call centre team members to enhance their performance.
  
  
• Conduct one-to-one coaching sessions, identifying strengths and areas for improvement.
  
  
• Assist in managing KPIs, ensuring team focus on quality, call handling time, and collection outcomes.
  
  
• Ensure adherence to regulatory and compliance guidelines, protecting both customers and clients.
  
  
• Conduct online testing and monitor agent performance standards.
  
  
• Support improvements in data quality entered into our systems, providing recommendations for change.
  
  
• Assist in training new and existing team members, building their confidence and capability.
  
  
• Collaborate with clients and internal teams to ensure smooth operations and compliance.
  
  
• Support ISO internal and external audits, ensuring all quality standards are met.
  
  The ideal candidate will have previous experience working within a regulated industry and must be proficient using a variety of IT systems.
  
  Previous experience in a telephony environment is required, and you must be able to assess call handling performance and identify areas for improvement.
  
  In return, our client offers flexible working hours (between 8am and 8pm Monday – Friday), full training and career development opportunities and a competitive starting salary. On-site parking and daily refreshments are also provided.
  
  Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.
  
  May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment