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Quality Analyst
Recruiter
Call Centre Associates
Location
in Avon , South West
Salary: Up to £32,000
Reference: CCH2577RB
The Company
An opportunity has arisen to join a large and well branded organisation within the financial/Investment arena. This organisation is experts in asset management and insurance products. Their brand operates worldwide, and as well as offering superb career prospects this organisation can offer you stability within the financial business arena.
To be considered for this position candidates will ideally come from, or have experience in performance management, and equally knowledgeable with the call centre’s functions.
The Role
• Conduct detailed analysis of quality results, customer satisfaction surveys (telephony or online)
• Deal directly & take ownership through to resolution of Complainants, Voices of Dissatisfaction and Contract Breaches
• Data quality issues & implementing your learning’s
• Provide advice, guidance & direction to the
• Devise, manage & execute quality verification to pro-actively uncover data quality issues concerning telephony & written correspondence
• Identify training needs & proactively deliver training sessions (one on one or in a group)
Knowledge and Experience
• Excellent customer service skills and the ability to coach and motivate a large team towards achievement of departmental goals
• Excellent communication & interpersonal skills, with the ability to build & maintain excellent relationships with internal & customers
• Understanding of regulatory & compliance needs & standards & good knowledge of financial products, systems & processes
• Experience of working in a targeted environment whilst maintaining a high degree of accuracy & meeting tight deadlines
Essential
• Proven experience of performance monitoring analysis and improvement in a call centre
• Qualification in Financial Services either IAQ or FPC
• Pensions knowledge, especially SSAS, SIPP or Drawdown
Remuneration and Package details
• Basic salary up to £32,000
• Excellent benefits package
Next Step
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; robbie@callcentreassociates.co.uk unfortunately only candidates considered suitable will be contacted
An opportunity has arisen to join a large and well branded organisation within the financial/Investment arena. This organisation is experts in asset management and insurance products. Their brand operates worldwide, and as well as offering superb career prospects this organisation can offer you stability within the financial business arena.
To be considered for this position candidates will ideally come from, or have experience in performance management, and equally knowledgeable with the call centre’s functions.
The Role
• Conduct detailed analysis of quality results, customer satisfaction surveys (telephony or online)
• Deal directly & take ownership through to resolution of Complainants, Voices of Dissatisfaction and Contract Breaches
• Data quality issues & implementing your learning’s
• Provide advice, guidance & direction to the
• Devise, manage & execute quality verification to pro-actively uncover data quality issues concerning telephony & written correspondence
• Identify training needs & proactively deliver training sessions (one on one or in a group)
Knowledge and Experience
• Excellent customer service skills and the ability to coach and motivate a large team towards achievement of departmental goals
• Excellent communication & interpersonal skills, with the ability to build & maintain excellent relationships with internal & customers
• Understanding of regulatory & compliance needs & standards & good knowledge of financial products, systems & processes
• Experience of working in a targeted environment whilst maintaining a high degree of accuracy & meeting tight deadlines
Essential
• Proven experience of performance monitoring analysis and improvement in a call centre
• Qualification in Financial Services either IAQ or FPC
• Pensions knowledge, especially SSAS, SIPP or Drawdown
Remuneration and Package details
• Basic salary up to £32,000
• Excellent benefits package
Next Step
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; robbie@callcentreassociates.co.uk unfortunately only candidates considered suitable will be contacted
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 18-07-2008
Viewed: 954 times
Viewed: 954 times
