Nordic Speaking Quality Assurance Monitor

Our client is one of the largest and most reputable of all of the global financial service providers. Due to recent successes, this large, global player is expanding rapidly.

There is now an immediate requirement for a number of Bilingual Quality Assurance Monitor to work at the company’s Uxbridge offices. This is a fantastic opportunity to join a young vibrant team with excellent growth opportunities.

JOB SUMMARY: To monitor efficiently and productively ensuring that feedback is improving the performance of the agents.

MAIN RESPONSIBILITIES:

Call Monitoring
Responsible for monitoring assigned programmes according to quality assurance standards i.e. new agents monitored every 24 hours for the first week or as long as necessary and every 48 hours thereafter.
Ensure that monitoring productivity targets are achieved.
Provide positive and accurate feedback to representatives and extra coaching when required.
Ensure that feedback is improving the performance of the agents by increasing their sales per hour, monitoring scores and quality scores.
Assist in the training of new agents when required.
Call on campaigns on a regular basis to remain familiar with call handling techniques.

Administration
Update and distribute daily recaps and monitoring tracker.
Maintain monitoring folders and ensure that all paperwork included alert forms and Performance Action Plans are filed daily.
Assist QA Team Leader in producing reports when required.

Internal/external communication
Highlight problem areas with CSR’s to Supervisors, Team Leaders and Product Coaches.
Conduct client-monitoring sessions both in-house and remotely, and consequently distribute the results to the relevant personnel.

Compliance
Follow ISO quality assurance monitoring procedures and assist with monthly audit when required.
Ensure that FSA requirements are adhered to in relation to call handling, monitoring and documentation.

Agency/Employer: Merrow Language Recruitment
Town or City: London
Location: North London
Sector: Insurance
Related Job Titles: Quality Assurance
Permanent/Contract: Permanent, Full time
Experience: 1 years
Date: 29-08-2007
Salary: Not specified

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