Overview
Salary: £23,500 -- £26,000 per annum, depending on experience
Hours: 35 hours per week
Working hours:
- Monday -- Thursday: 10:00am -- 6:00pm
- Friday: 9:00am -- 5:00pm
- 1-hour unpaid lunch break
- Location:
- Work from Home
- Employment:
Full-time
About the Role
We are looking for an experienced and detail-focused Quality Assurance (QA) professional to join our team and support the quality and compliance of our telephone-based sales and customer service operations both in the UK and overseas.
The successful candidate will be responsible for reviewing recorded calls, assessing agent performance against our quality standards, identifying areas for improvement and providing clear, constructive feedback to help maintain consistently high standards across the team.
This is a work-from-home position, so you will need to be comfortable working independently while remaining closely connected with the wider operations and management team.
The successful candidate will also be required to have stable internet to ensure there is no issues in their day to day duties
Key Responsibilities
- Reviewing and auditing recorded customer calls
- Assessing calls against internal quality, compliance and performance standards
- Identifying errors, missed opportunities and areas for improvement
- Providing clear and constructive feedback to agents and management
- Completing accurate QA scoresheets and maintaining detailed records
- Highlighting any compliance concerns or recurring issues
- Identifying trends and patterns across calls and agent performance
- Working with Team Leaders and management to improve overall call quality
- Supporting coaching and training by providing examples of areas requiring improvement
- Ensuring QA processes are completed accurately and within required timescales
- Maintaining confidentiality when handling customer and company information
- Taking responsibility for your own workload and meeting daily/weekly targets
About You
We are looking for someone who is:
- Experienced in a QA, call monitoring, compliance or quality control role
- Ideally experienced within a telephone sales, call centre, claims, financial services or customer service environment
- Highly organised and able to manage their own workload
- Extremely detail-oriented
- Confident identifying mistakes and challenging poor practices when necessary
- Able to provide constructive feedback in a professional manner
- Comfortable working independently from home
- Confident using computer systems and recording information accurately
- Able to work to deadlines and manage multiple priorities
- Reliable, consistent and professional
- Able to maintain a high level of confidentiality
- Someone who is based in or around Manchester
Desirable Experience
The following would be advantageous:
- Previous call centre QA experience
- Experience monitoring sales calls
- Experience within financial services, claims management, legal services or another regulated environment
- Knowledge of compliance requirements relating to telephone sales
- Experience using call recording/dialler systems
- Experience producing QA reports and identifying performance trends
What We Offer
- Fully remote working
- 35-hour working week
- Monday--Thursday 10am--6pm
- Friday 9am--5pm
- £23,500--£26,000 salary, depending on experience
- Opportunity to develop within a growing business
- A varied role working closely with the operations and management team
Pay: £23,500.00-£26,000.00 per year
Benefits:
- Work from home
Work Location: Remote
