Job Title: Quality Analyst
Salary Range: £23,833- £27,805
Location: Hub, Hybrid – location near Burnley or Widnes
Contract type: Full Time 37 hours – Permanent.
Fancy a role where you support to make a difference?
Have what it takes to drive 1st call resolution and customer excellence, whilst adhering to regulatory requirements.
Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 9:00-5:00 and don’t work Bank Holidays.
Your NEW job description:
Become part of our Liberata Customer Services team, where we deliver 1st call resolution for customers.
You will play a vital role in quality assessing our NEW and supportive Debt Assist service, where we support customers out of financial hardship ensuring the correct process and options are delivered in line with customer requirements.
You will play a vital role in ensuring 1st call resolution is being delivered by undertaking Quality Assurance checks on customer services calls, in line with Liberata Customer Services quality framework ensuring policies and process are adhered to and 1st call resolution delivered to our customers. As a result, we are looking for someone who has a good understanding of FCA regulations and guidelines.
We must warn you that your new role is immensely rewarding as you will go home every day knowing you have made a difference for our customers and their families, as you will ensure and report how we are supporting vulnerable customers via inbound and outbound calls.
Your role supports continuous improvement within Liberata, by supplying themes and trends to help drive effective 1st call resolution, drive better interaction as the voice of the customer and deliver colleague feedback for the growth and development of our Liberata family!
What’s in it for you!
Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services!
Your New Benefits…
* Monday to Friday working
* No Bank Holiday working
* Working only between 9:00-5:00
* Hub/hybrid – meaning only required to attend the hub or Burnley for training and check in with line manager. You will also be required to attend site when business requires
* Free eye tests
* Staff development and training including professional development such as apprenticeships
* Close to local bus and train stations
* 26 days annual leave (Fulltime) + up to 8 days Bank Holidays
* Organised company events
* Wellness programme
* Staff Referral Programme.
* Access to staff discounts and cash back with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
* Liberata will also automatically enrol you into our contribution matching pension scheme.
* Monthly engagement activities! Such as Liberata Beach Parties, Recognition events and more.
Your required skills:
* Experience of improving performance in a service environment.
* Previously worked in quality monitoring
* Sound problem solving and decision making skills
* Commercial awareness Understands the strategic direction of the business and actively contributes towards its commercial success
* Experience of working a fast-paced client facing position
* Background working in an FCA regulated environment essential
* A self-driven and proactive approach to assessing calls
* Excellent planning and organisational skills
* Strong attention to detail.
* Ability to communicate effectively with an ability to feedback assessments in a constructive manner.
Your key deliverables:
* Help support the business to deliver 1st contact resolution.
* Work alongside the Training and coach team to ensure colleagues have the tools to complete their job.
* Complete random call assessments, to understand themes, trends and customer demand.
* Assess and ensure Customer Service adherence to Quality & Regulatory standards.
* Support to drive better interactions through service – by becoming a VOICE of our customers.
* Support CCMs by dip checking Quality Monitoring completion of Team Leaders, to ensure quality assessments are aligned.
Your key tasks:
* Create weekly and monthly reports for the Call Centre Manager, Contact Centre Managers, Operational Support manager and Quality Analyst Manager to outline patterns, risks and trends.
* To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.
* Conduct calibration sessions with the Quality Analyst Leader and contact centre team leaders to ensure that assessments are aligned
* Conduct compliance spot checks and advise on themes and trends
* Constantly seeking to improve the business through analysis, creativity, and problem-solving and change initiatives.
* The ability to listen, express and articulate information effectively, facilitating two-way communications to help create a culture of openness and engagement
Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our employees are motivated, and we realise their potential, challenging them to learn and to embrace new skills. Our passion for process and an intense client focus ensures that we deliver an award-winning service with our call centre agents being an integral part of our team.
Security vetting and checks:
If you are successful, you will need to:
comply with the government’s Baseline Security Personnel Standard Verification process, this includes a Disclosure Scotland check
undergo an annual credit check
If a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file or if you are unable to meet all these requirements your offer may be revoked.