Description:
CXP is looking for an experienced BPO Quality Assurance Consultant. This individual should have the ability to accurately assess the manner in which consultants deal with customers on a daily basis, along with the ability to perform coaching and calibration sessions with consultants who need some development.
The Role:
You will be responsible for measuring the quality and verification of all advised and non-advisory sales, calls/correspondence in line with business expectations (Specified to campaign) and ensuring corrective action is undertaken where required to ensure the delivery of a first-class level of service to our customers.
Key Responsibilities:
Ensuring regulatory principles and processes, including Treating Customers Fairly (TCF) and Data Protection policies are followed and delivered consistently Contribute to a ‘customer driven’ culture of continual improvement, take ownership and become empowered to contribute to meeting business goals To deliver set targets and KPI’s on all quality monitoring activity undertaken To provide feedback and coaching and support to agents Provide feedback to line manager about effectiveness of processes and potential risks to ensure the department operates in the most efficient manner possible Obtain and accurately input relevant customer data into in-house systems and ensure clear notes are added where needed Achieve departmental and individual objectives Work with other parts of the organization for the overall objective of improved customer service/experience and treating customers fairly Participates in self-development through coaching, mentoring, training and peer feedback Undertake work of a related nature, or perform duties other than or in addition to those outlined above upon request.Essential/Desirable Attributes and Experience:
TCF Regulatory Accountabilities.
To carry out your accountabilities and objectives within the frameworks of the Clients TCF policies.
Experience & Qualifications desired:
Previous experience in a financial services role Excellent communication and interpersonal skills Good numeracy, literacy and attention to detail Understanding of FCA and TCF regulations relating to complaints handling and consumer sales Business related qualification an advantage
Hours: To be discussed (UK based Shifts)
Between 09H00 & 21H00 / 10H00 & 22H00 Monday - Friday (Additional Saturdays may be included)
*Candidates would be required to be available to start in January 2022 and be required to work SA Public holidays.