Call Centre Quality Specialist

Syston, Hybrid working

25,000p.a. + overtime for 1 in every 4 Saturdays, & company bonus scheme

Are you customer focused and used to working in a call centre environment? Do you have experience monitoring the quality of calls and developing training to improve these? Do you want to be part of a motivated, passionate business with great team spirit? The Company:

ER Recruitment are working with a growing brand who are continuing to dominate the market. They are looking for a Call Centre Quality Specialist who understands customer care, identifies root causes and can communicate emotive issues with tact and diplomacy.

Role & Responsibilities of the Call Centre Quality Specialist:

Ensure that Quality Control is completed in a timely manner, with results documented and feedback to managers before the end of each month. Assess results for trends and discuss where you feel additional training or coaching will support improvement in these areas. Delivering training when required on Quality Control improvements. Continually review the Quality Control process to ensure that improvements and changes are made taking into account new processes and business requirements. Offering support on the phones during winter months when required to do so. Working as a call handler on Rotational Saturdays to support the team. When required supporting first point escalation for complaints.

About You as the Call Centre Quality Specialist:

Previous experience working in a contact centre environment. Understanding of the Quality Control process. Previous experience working across multiple teams. Understanding of reporting requirements. Strong verbal and written communication skills. Proven track record in looking for the opportunities in service failure to continuously improve services. Proven time management skills. Excellent interpersonal and problem-solving skills. Outstanding emotional intelligence. Strong team player. Self-motivated and ability to motivate others. Focus on results. Resilient, persuasive, influential and organised. Ability to stay calm under pressure.

Additional Benefits:

Monday to Friday role + 1 in 4 Saturdays (paid in overtime) 25 days plus bank holidays Hybrid working office based 2 days per week after 3-4 weeks training completed Free onsite parking Great onsite training during onboarding

Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.

While we aim to get back to all applicants however if you do not receive a response within 7 working days then unfortunately your application has been unsuccessful on this occasion.

We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.

We look forward to hearing from you.