SME Telesales Quality Co-ordinator
SME Telesales Quality Co-ordinator
North Leeds
£17,794 rising to £19,410 following successful completion of probationary period + excellent benefits package!
An exciting opportunity has arisen for an established B2B Telesales Executive to join this successful market leading organisation ranked as one of Britain’s’ Top Employers in a new and exciting permanent opportunity within their large contact centre in North Leeds.
MAIN PURPOSE OF JOB:
The Telesales Quality Co-ordinator will contribute to the evolution of the Telesales channel (SME, in-house and outsource) by evaluating call quality against compliance performance for defined call handling standards within the overall quality approach and providing structured and constructive feedback to the operational teams
PRINCIPAL ACCOUNTABILITIES:
Analyse call quality performance for SME Telesales teams against the defined call handling standards through the use of call listening
Analyse compliance performance across for SME Telesales team against agreed compliance criteria through the use of call listening
Accurately record call quality outcomes and document call analysis within the defined systems
Provide constructive, structured and accurate feedback to the operational teams, either directly to advisors or to the Team Manager group as directed by requirements
Attend calibration and call levelling activities as prescribed by the quality management process as the quality expert
Identify and document specific quality issues, trends and patterns, and highlight those to the Agent Quality Manager (Non Domestic) for future action
Assist the complaint management process by listening to specific calls highlighted as complaint calls and providing accurate and constructive feedback and assessment against defined criteria
Provide expert advice and support to operational teams on quality scoring, compliance obligations and metrics
Highlight any call drivers/processes which could be improved
Manage and ensure accuracy of record keeping on relevant systems
Ensure adherence to company guidelines and procedures
KEY PERFORMANCE INDICATORS:
Upheld challenges less than 1% of sales scored
Complete 150 calls per month as documented in the quality standards
Accurate and timely management of call listening records and outcomes in relevant systems
PROBLEM SOLVING/COMPLEXITY:
Ensure optimum levels of compliance are achieved and maintained by the Telesales teams
Ensure accurate management information is available for business reporting
Plan activity to meet targets in the most effective and efficient manner
Pro-active involvement in quality process and call handling standards
System’s ability including MS Excel, Verint and MS Office.
KNOWLEDGE AND SKILLS:
Previous quality co-ordinator/analyst experience in a contact centre or Telesales environment desirable
Previous experience in a frontline, customer service or sales advisor role desirable
Knowledge of telesales regulatory and industry obligations desirable
Ability to accurately evaluate and document call quality outcomes in the quality process
Excellent attention to detail
Strong interpersonal skills – ability to provide constructive, positive and empathetic feedback essential
Team player, able to work as part of a small team
Committed to delivering quality standards to support the CTP customer journey's
Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)
Intermediate level of knowledge with Internet technology
Relationship building ability with internal and external stakeholders
Objection handling ability
THE OPPORTUNITY AND PACKAGE:
People are the organisations most important asset and are what sets this business apart from their competition.
In return for your hard work, commitment and proven sales results you will receive:
A competitive basic salary with generous increments following proven performance.
Generous holiday entitlement.
Excellent benefits package.
Clear development and progression opportunities.
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