Call Quality CQ Analyst

Salary not available. View on company website.

BW Legal, Leeds

Part time
Permanent
Onsite working

Posted today, 18 Oct | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: b1564c9a83d44a988605881759a22867

BW Legal

Full Job Description

As a Call Quality Analyst, your role in our Compliance department is crucial. You will be part of a seasoned team responsible for evaluating our agents' calls against our internal scorecard and marking them to the highest standard. Your feedback, whether about areas for improvement or praise for a call well done, is instrumental in maintaining our agent call quality. This is combined with our speech analytics capability, which scores 100% of all calls. You will provide the company and our clients with a balanced view of the customer experience within our calls. We strive for call quality excellence in every call, where we can demonstrate the right behaviours across all our agents to assure our clients and regulators that our agents are knowledgeable, supportive, and helpful and provide the right call outcome at all times. Your role is vital to ensure that we achieve this 100% of the time, whether that is our agents assisting a customer with setting the right repayment solution or being supportive and empathic to the customer's current personal situation, including signposting to relevant support groups and charities. These values align with our company's quality assurance policy and client and regulatory expectations. You will also participate in weekly call calibration meetings within your department, where you will discuss any feedback areas, industry best practices, and client feedback and make recommendations. Your views and opinions matter. Regardless of the sector that your previous Call Quality experience may be from, we will fully support you in this role and teach you our 'BW Way', which is a testament to our commitment to your professional growth. Once you are confident in your role and the BW Way, you could also support the wider Compliance department with root cause analysis and listen to calls for complaint responses. You will work 30 hours per week, Monday to Friday, 10am - 4pm, for a starting salary of up to £24,000, depending on experience, with a transparent pay banding structure for future earnings. If you have extensive CQ experience, we may consider salaries outside of the advertised banding. The role also offers ability to top up your earnings with agreed optional overtime. BW Legal believe that our people are our most valuable asset. As an Investors in People Gold accredited employer, we are committed to nurturing your potential. When you join us, you become part of our family, where you are encouraged to be the best you can be. We want you to enjoy your role, challenge yourself, and build a career, so we invest in your success. We're also proud to have a dedicated colleague engagement team, meaning we always have plenty of activities and social events to get involved with. We are confident that you will soon feel part of the BW family! What you will be doing:

Call quality scoring against our internal scorecard
Working to weekly call targets
Identifying trends and completing evaluation forms back to our Contact Centre management team
Sharing and embedding best practices to drive process improvements
Supporting the Compliance department with complaints and quality checks

Minimum of 12 months in a CQ role, with more experience paying the higher starting salary, however all applicants and experience levels are welcome
Excellent verbal and written communication skills
Enjoys working in a fast-paced and dynamic environment
Understanding of Microsoft Office suite of products
Any experience of speech analytics software
Knowledge of SRA and FCA regulators and their governance over regulated companies
Knowledge of Treating Customers Fairly principles