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Quality Control Senior Technical Associate, SJP Communications

  • Job reference DST/TP/46441/11561
  • Job type Full Time
  • Sector
  • Location Stirling
This vacancy has now expired.

Summary

12 Month Secondment

An exciting opportunity to work within the Contact Centre, based in either Paragon House, Chelmsford or Erskine Court, Stirling as a Quality Controller has arisen, where you will be responsible for reviewing assessing and analysing the quality of the calls and transactions.

Main Responsibilities

  • Excellent customer focus.
  • The successful candidate will have responsibility for reviewing assessing and analysing the quality of the calls and transactions
  • Provide valuable and constructive feedback to individuals and their line managers and identify areas for improvement
  • Analyse quality results to identify trends and wider business risks
  • Provide support and advice to associates and managers to continually support development of staff
  • Strong ability to influence and negotiate when communicating, both written and verbal , engaging people at all levels
  • Support continuous improvement by identifying better processes and procedures
  • Responsibility for ensuring adherence to regulatory requirements
  • The provision of Internal Management Information, statistics and key findings
  • Responsibility for meeting our contractual obligations to our clients in relation to Quality Assurance
  • Sound interpersonal skills with the ability to create an environment that delivers excellent customer service, inspiring change in people and work culture
  • Role model to others by leading by example
  • Strong skill set including decision making , problem solving ,time management ,planning analysis and organisation
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed including call handling when required.

Ideal Candidate

Essential

  • Strong written and interpersonal skills
  • Excellent analytical skills
  • Good personal organisational skills
  • Experience of working within the Financial Services Industry
  • Excellent Communication skills
  • Knowledge of EXCEL and WORD

Desirable

  • Experience in carrying out quality assessments and analysis

(This role is being advertised in 2 locations - Stirling and Chelmsford. Closing Date 6th June)

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