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- Tasks: Monitor call quality, provide coaching, and support compliance in a dynamic call centre environment.
- Company: Join a leading UK debt recovery service with over 450 employees nationwide.
- Benefits: Enjoy flexible working hours, full training, career development, on-site parking, and daily refreshments.
- Why this job: Make a real impact by enhancing customer service and supporting team growth in a regulated industry.
- Qualifications: Experience in a regulated industry and telephony environment is essential; strong IT skills required.
- Other info: Applications will be acknowledged within 72 hours; feedback may not be provided to all applicants.
The predicted salary is between 28800 - 43200 £ per year.
Sue Ross Recruitment are seeking a Quality Co-ordinator to join a leading provider of debt recovery services across the UK, employing over 450 people nationwide. This is a fantastic opportunity to play a key role in monitoring, improving, and maintaining call quality standards while helping to develop the call centre team. If you have a strong regulatory background, coaching experience, and a keen eye for quality and compliance, we’d love to hear from you The Role: Working closely with contact centre managers, you will be instrumental in ensuring quality assurance across all customer interactions. You will provide structured feedback and coaching to call agents, helping them refine their approach, improve compliance, and enhance overall customer service. Your role will involve monitoring calls, analysing key performance metrics, conducting training sessions, and supporting compliance and ISO audits. You will also play a key part in data accuracy and process improvements, helping to drive efficiency across the business. Key Responsibilities: * Monitor and assess call quality, ensuring high standards of customer service and compliance. * Provide coaching and feedback to call centre team members to enhance their performance. * Conduct one-to-one coaching sessions, identifying strengths and areas for improvement. * Assist in managing KPIs, ensuring team focus on quality, call handling time, and collection outcomes. * Ensure adherence to regulatory and compliance guidelines, protecting both customers and clients. * Conduct online testing and monitor agent performance standards. * Support improvements in data quality entered into our systems, providing recommendations for change. * Assist in training new and existing team members, building their confidence and capability. * Collaborate with clients and internal teams to ensure smooth operations and compliance. * Support ISO internal and external audits, ensuring all quality standards are met. The ideal candidate will have previous experience working within a regulated industry and must be proficient using a variety of IT systems. Previous experience in a telephony environment is required, and you must be able to assess call handling performance and identify areas for improvement. In return, our client offers flexible working hours (between 8am and 8pm Monday – Friday), full training and career development opportunities and a competitive starting salary. On-site parking and daily refreshments are also provided. Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion. May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment
Quality Co-ordinator employer: Sue Ross Recruitment Ltd
Contact Detail:
Sue Ross Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Co-ordinator
✨Tip Number 1
Familiarise yourself with the key performance metrics that are crucial for a Quality Co-ordinator role. Understanding these metrics will help you demonstrate your ability to monitor and assess call quality effectively during interviews.
✨Tip Number 2
Brush up on your coaching techniques. Since the role involves providing structured feedback and coaching to call agents, being able to articulate your coaching philosophy and past experiences can set you apart from other candidates.
✨Tip Number 3
Network with professionals in the debt recovery or call centre industry. Engaging with others in similar roles can provide insights into the company culture and expectations, which you can leverage during your application process.
✨Tip Number 4
Prepare examples of how you've improved compliance and quality standards in previous roles. Being ready to discuss specific instances where you've made a positive impact will showcase your suitability for the position.
We think you need these skills to ace Quality Co-ordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and coaching, particularly in a regulated environment. Use specific examples that demonstrate your ability to monitor call quality and improve compliance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for quality control and customer service. Mention your experience with KPIs and how you've successfully coached team members in the past. Be sure to express your enthusiasm for the role and the company.
Highlight Relevant Skills: In your application, emphasise skills such as data analysis, performance monitoring, and training. Mention any IT systems you are proficient in, as this is crucial for the role of Quality Co-ordinator.
Follow Up: After submitting your application through our website, consider sending a polite follow-up email after a week. This shows your continued interest in the position and can help keep your application top of mind.
How to prepare for a job interview at Sue Ross Recruitment Ltd
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality Co-ordinator. Familiarise yourself with call quality standards, compliance regulations, and the importance of coaching in a call centre environment.
✨Prepare Examples
Be ready to share specific examples from your past experience that demonstrate your ability to monitor call quality, provide feedback, and improve team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Coaching Skills
Highlight your coaching experience during the interview. Discuss how you've successfully helped team members improve their performance and how you approach one-to-one coaching sessions.
✨Ask Insightful Questions
Prepare thoughtful questions to ask the interviewer about the company's quality assurance processes, team dynamics, and how they measure success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
