Quality and Compliance Team Leader

  • Location:

    Liverpool, Merseyside

  • Sector:

    Office Services

  • Job type:

    Full Time

  • Salary:

    £311 - £21344.00 per annum

  • Contact:

    Faye Campbell

  • Contact email:

    faye.campbell@search.co.uk

  • Job ref:

    Req/551225

  • Published:

    5 months ago

  • Expiry date:

    2020-03-12

  • Start date:

    11/02/2020 10:55:19

We are currently looking for a Quality and Compliance Team Leader to join an established company based in Liverpool. You will monitor performance of a Quality team ensuring KPI's are met daily and work is delivered to a high standard.

  • Provide support and motivation to a Quality Control team
  • Allocate and manage teams workload
  • Support Manager in conducting interviews
  • Manage induction and training plan for new QC employees
  • Make final decisions on call content adhering to compliance after approval or rejection
  • Monitor productivity and performance of QC team
  • Probation reviews, 1-2-1's and appraisals
  • Manage rotas, holiday leave and absence
  • Monitor rejections made by team on Sales Advisors calls
  • Assist Call Centre Managers to create call script content keeping updated with any changes made to campaign rules
  • Listen to calls made by Sales Advisors to identify unacceptable call content, professionalism and campaign requirements are met,
  • Keep Call Centre Managers updated with information on rejected calls and feedback
  • Ensure leads are processed at the end of each month
  • Collate a summary of survey results to share with clients

Experience require

  • Previous experience of listening to a high volume of calls assess and check the quality ensuring regulations are met
  • Ability to manage a team, driving motivation and delegating work
  • Good attention to detail and clear communication skills
  • Ability to work in a fast paced environment delivering excellent service to external and internal customers and clients

Benefits

  • Liverpool City Centre location
  • Competitive salary
  • Modern office environment

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.