Quality Coordinator - Call Centre (Sheffield)
Bristow & Sutor | Credit Style | Debt Recovery Plus
Location: Sheffield, United Kingdom
Department: Customer Service
Company Description:
As part of our growth plans, Credit Style is looking to strengthen our team based in offices just north of Sheffield City Centre. We are part of the Bristow & Sutor Group, employing over 450 people in debt recovery throughout the UK.
Position:
Working closely with the managers in our contact centre, your role will be key in monitoring and improving call handling quality/capability.
Key elements of the role will include:
* Monitoring call quality and providing coaching to call centre team members - improving performance.
* Conducting 1-2-1 feedback sessions, clearly and effectively delivering opportunities for improvement and areas of strength in team members.
* Assisting in managing individual and team KPIs – ensuring a focus on quality, call time and collection outcomes.
* Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients.
* Assisting in online testing with agents - monitoring performance standards.
* Helping to raise the bar around data quality entered into our systems – identifying and advising on areas for change/improvement.
* Helping to train new and existing team members to build and grow individual capability.
* Assisting with client collaborations.
* Assisting with ISO internal/external audits.
Requirements:
To be successful in the role, you will need to demonstrate:
* A regulatory background.
* Good IT skills – able to adapt and use new systems.
* Problem-solving skills, able to look for solutions without having to ask.
* Previous coaching and training experience within a telephony environment.
* An analytical mindset – able to understand complex issues and identify issues/opportunities.
* Clear communication capabilities – both written and verbal.
* Previous practical experience in coaching and training telephony teams.
* An ability to work shifts between 8 am and 6 pm, Monday to Friday.
Other Information:
This is a full-time permanent role based in our Sheffield offices (S3 postcode area), paying a basic salary of up to £24,500. Hybrid will be considered dependent upon performance.
Benefits Include:
* Full Training and Career Development
* Fruit and Daily Refreshment Offering
* Company Pension Scheme
* On Site Parking
* Life Assurance Plan
All successful applicants will be required to complete DBS/CCJ and other background checks.
Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected and built upon, attracts and retains a workforce based on merit and ability and is reflective of the communities it is part of.
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