Quality Manager

Job Code: 2482

Location: Shielfield S4 7WW, United Kingdom

Employment Type: Full-Time

Salary: £35,000 - £37,000 per anum

Job Description

An analyst will ensure great customer service is delivered in all departments through monitoring calls, chats, emails, training, providing coaching and support to the teams.

Responsibilities

Implementing the quality process

Monitor calls, chats, and emails in line with the agreed quality assurance process

Provide one-to-one feedback to agents using scorecards, coaching forms, review forms, and other means

Great people skills and ability to communicate (negative) feedback.

Monitor workload and update databases on a daily basis

Managing agents through feedback and disciplinary meetings to uphold the process

Contribute to team briefings when issues of quality are concerned

Communicate results to the line manager when needed through various reports

Develop/adapt the QA process in line with Remit Choice requirements

Investigate customer complaints, product systems, and procedure issues

Additional responsibilities will be assigned as needed

Other reasonable ad-hoc duties.

Essential Skills

Excellent communication skills, both written and verbal, are required in English

Strong attention to detail, exceptional listening, and analytical skills

Strong knowledge of customer care processes and techniques, Sales, Compliance and Processing

A passion to achieve and maintain high quality standards and excellent customer service within the departments

Capable of meeting deadlines and adapting to changing conditions

Be able to work in a team environment as well as an individual

Confidence in public speaking and addressing the team on a group, and one-to-one basis

You must have IT skills as, within this role, you will be supporting staff using multiple systems

Notes: The above lists are not exhaustive and can be updated at any time as the company grows

Desired Skills

Previous management experience could be an advantage, but is not necessary to be considered for this role

At least 3 years of experience in quality inspection, auditing, and implementation of procedures

Strong computer skills and knowledge of QA databases and applications

Strong analytical and problem-solving skills

Bachelor’s degree
 

Apply for this Position

If you have the skills and experience required for this role and are interested in working with a growing international fintech organisation, we would love to hear from you.

Please submit your CV and a short covering statement through the Remit Choice Careers Portal.