Quality Manager - Call Centre

Location: Sheffield, South Yorkshire, United Kingdom
Date Posted: 07-12-2018
or
A great opportunity has come up to join our growing business as a Quality Manager working at our Sheaf Quay Office (S4 7SW). You will be supporting the team and working closely with our clients to ensuring quality and compliance is met. The department deals with multiple clients so you will need to be adaptable.
 
THE ROLE
  • Managing QA across multiple campaigns in the department in a variety of different sectors.
  • Monitor agent calls in line with the agreed quality assurance process
  • Provide one-to-one feedback to agents using the compliance scorecard
  • Keep track of all calls monitored using the trackers
  • Managing agents through Recorded discussions & Disciplinary Meetings to uphold the process
  • Contribute to team briefings when issues of quality are concerned
  • Manage complaints and cancellations through the process
  • Management of the Agents files
  • Communicate results to clients via end of day reports and manage expectations
  • Develop/adapt the QA process in line with specific campaign requirements.
 
ESSENTIAL SKILLS
  • You must have previous experience working in a compliance/call monitoring role
  • Good analytical skills and attention to detail
  • A desire to achieve and maintain high Quality Standards within the department
  • Able to work to deadlines and adapt to changing conditions
  • Confidence in public speaking and addressing teams on a group basis
  • Excellent written and verbal communication skills
  • Good understanding and previous working use of excel
           
HOURS
40 hours per week between 8am-8pm. Possible Saturday shifts depending on business requirements.
 
PAY & BENEFITS
  • £18,000 plus desirable bonus structure and pay progression
  • Discounted gym memberships available across a variety of gyms
  • A free drink per month from Café Nero
  • Discounts across a variety of high street stores, supermarkets and online shops
  • Free eye tests and access to a discounted health cash plan
  • Discounted cinema tickets
  • Pension plan
  • Special rates & discounts available in a variety of luxury hotels, days out and holidays
  • Plus much more…
 
ABOUT ANT
Here at Ant Marketing we believe that if we look after our employees, they will look after our clients.
We were founded in 1989 by our CEO Anthony who started the business from his dining room and grew it to the well-known name it is today.
To find out more about us and what we do; visit http://www.antmarketing.com/about-ant/
 
CONTACT:
If you have any questions about this role, please call our Recruitment Team on 0114 201 1345 or email us at recruitment@antmarketing.com 


PLEASE NOTE: By applying for this position you are confirming you have read and accepted Ant Marketing's privacy policyand terms and conditions. 

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