Contact Centre Compliance Auditor

Contact Centre Compliance Auditor

Up to £17,500

NEW Permanent Opportunity

Stoke on Trent

The role of Quality Assurance Officer is critical to the business meeting its regulatory obligations and involves reviewing files, customer accounts, listening to calls and on occasion resolving customer complaints

As a QA Officer you will work, as part of a team responsible for improving quality and compliance of communications made by our customer service and sales teams. Flexibility is necessary as the workload can vary on a daily basis.

The Role:

Carry out quality audits and root cause analysis across all customer facing operational areas
Identify root causes and trends providing feedback to the relevant departments with suggestions on improvements to improve quality, customer experiences and reduce complaints
To identify any areas of risk where the company may be exposed and provide recommendations; liaising with other departments as required
Drive a culture where fair customer outcomes are the central consideration
Work with colleagues to ensure there is effective and consistent communication at all times – both within and outside of your team
Demonstrate high standards of personal performance
Ensure that quality findings are consistently interpreted by you and the QA team
Ensure that documented feedback is provided and is clear, consistent and constructive
Update the relevant audit logs, ensuring that daily, weekly and monthly updates are recorded
Where you need to escalate/refer a query, ensure all information is provided that will allow a speedy investigation and resolution
Plan and prioritise your daily, weekly and monthly workload, in order to meet the needs of the customer and the business and ensure all targets are met
Ensure that all documented business processes are followed accordingly
Identify process improvement opportunities to drive customer service improvements
Maintain an understanding of the regulatory environment and regulatory expectations over QA process, methodology and risk appetite for findings
Maintain a sound understanding of relevant products and services
Awareness and adherence to published business processes
Provide feedback to staff on a monthly basis as and when required
Carry out any other duties as reasonably required by the Chief Compliance Officer
Skills and Attributes Required:

Experience in a similar role
Experience within a Call Centre environment, used to the requirements of working to SLA’s and guidelines
Are you looking for your next opportunity
QA Background, Call Monitoring advantageous
The ability to multi task and prioritise a multitude of duties
Have an analytical mind
Be well organised
Ability to work both on their own and as part of a team
Excellent written and verbal communication skills
A professional manner and strong communication skills
Able to deliver feedback sessions
The ability to stay calm when working under pressure
Be self-motivated and pro-active
Experience of Microsoft Office, particularly Excel
Positive and confident
High level of integrity
Excellent telephone manner
Working Hours:

Monday to Friday – 8.00 – 4.00

Moving to Monday to Friday 9.00am – 5.00pm

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