Job Description
We are looking for a passionate Quality Assurance Coordinators who wants to ensure complaint reviews are fair and compliant.
You will responsible for providing feedback to line managers based on an audit of calls within the department by providing constructive feedback to support development and success and meeting the required quality standards.
What you ll be doing:
- Review and assess call taken and actioned by the team.
- Focussing on checking the structure of the call against a scorecard.
- Ensure all relevant customer responses have been adhered to in line with FCA guidelines.
- Provide clear concise feedback to line managers to take forward to the associate call handler
What we d like to see from your application:
- Background within Retail Operations (preferably motor finance industry)
- Proactive and confident handling multiple workstreams.
- Familiar with core processes like data protection, handling sensitive customer data, and managing call centre workflows (again preferably within motor finance)
- Ability to identify trends to assist with training workshops
Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.
Location: On site in an office in Berkshire for 3 days a week with flexibility of 2 days working from home.
Contract: Initial 3-6 month contract and then extensions likely
About Equiniti