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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.


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


  • 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


  • 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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