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Posted by paul lawton on August 24, 2007, 15:01:03 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 Administration Internal/external communication Compliance Work experience: At least six months experience in the call centre industry with quality control experience Education: ‘A’ Level or equivalent standard or similar experience Languages: You must be fluent in Danish, Norwegian, Swedish, Finnish, as well as English PC skills: Working knowledge of Excel and Outlook and Word. Quality focused: Strong attention to detail and accuracy. This is the main essence of the role. Motivational skills: Must be highly motivated, enthusiastic with the ability to motivate others Coaching Skills: Will be required to demonstrate coaching skills to improve the quality of agent calls. Results Focus: Sets high work standards for self and demonstrates drive to meet targets. Customer Orientation: Desire and willingness to address the needs of internal and external customers, providing rapid and effective responses & seeking continually to improve quality and standards of excellence. Communication: Demonstrates the ability to convey information clearly, accurately and convincingly through speech and writing. Must be able to demonstrate listening skills, tact, diplomacy and rapport building. This is very important as they will be required to provide constructive feedback to agents. Will be communicating mainly face to face with agents and ICT management. Teamwork: Contributes actively to a working environment in which colleagues work co-operatively with each other, accepting collective responsibility. Planning and Organisation: Prioritises, organises and schedules activities and resources to ensure achievement of results. Respect for all: Demonstrates awareness of cultural and community diversity and sensitivity to the needs and feelings of other people. Responding to change: Receptive to the need for change and adaptable to changing work demands and conditions. Salary The basic salary for this position is £27,664
217.44.105.5
Bilingual Quality Assurance Monitor
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.
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.
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.
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.
EXPERIENCE AND SKILLS REQUIRED:
CORE COMPETENCIES OF THE ROLE:
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