Quality Analyst Team Leader at Liberata

Job Title: Quality Analyst Team Leader

Vacancy reference number: 00562

Salary Range: £26,994.92- £33,425.56

Location: Hybrid working Burnley

Contract type: Full Time 37 hours – Permanent

Fancy a role where you support to make a difference?

Have what it takes to drive 1stcall resolution and customer excellence, whilst adhering to regulatory requirements.

Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:30-5:30 and don’t work Bank Holidays.

Your NEW job description:

You will lead a team of high performing Quality Analysts within Liberata Customer services to help support and drive 1st call resolution.

Your team play a vital role in ensuring 1st call resolution is being delivered by undertaking Quality Assurance checks on customer services calls, in line with Liberata Customer Services quality framework ensuring policies and process are adhered to and 1stcall resolution delivered to our customers. As a result, we are looking for someone who has a good understanding of FCA regulations and guidelines.

All whilst supporting our Senior Leadership team and Team Leaders by dip checking quality checks, delivering monthly calibration sessions in line with current themes and trends to ensure consistency across the board.

We must warn you that your new role is immensely rewarding as you will go home every day knowing you have made a difference for our customers and their families, as you will ensure and report how we are supporting vulnerable customers via inbound calls.

Your role supports continuous improvement within Liberata, by supplying themes and trends to help drive effective 1st call resolution, drive better interaction as the voice of the customer and deliver colleague feedback for the growth and development of our Liberata family!

Your required skills:

• Experience of improving performance in a service environment.
• Sound problem solving and decision-making skills.
• Commercial awareness Understands the strategic direction of the business and actively contributes towards its commercial success.
• Experience of working a fast-paced client facing position
• Background working in an FCA regulated environment essential.
• A self-driven and proactive approach to assessing calls.
• Excellent planning and organisational skills
• Strong attention to detail.
• Ability to communicate effectively with an ability to feedback assessments in a constructive manner.
• Experience of leading a high performing team.
• Strong ability to create data reports.

Your key deliverables:

• Help support the business to deliver 1stcontact resolution.
• Work alongside the Training and coach team to ensure colleagues have the tools to complete their job.
• Lead and support a team to complete random call assessments, to understand themes, trends and customer demand.
• Lead a team of Quality Analysts to assess and ensure Customer Service adherence to Quality & Regulatory standards.
• Support to drive better interactions through service – by becoming a VOICE of our customers.
• Support CCMs by dip checking Quality Monitoring completion of Team Leaders, to ensure quality assessments are aligned.

Your key tasks:

• Create weekly and monthly reports for the Call Centre Manager, Contact Centre Managers, and Operational Support manager to outline patterns, risks and trends.
• To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.
• Conduct calibration sessions with the Quality Analyst team and contact centre team leaders to ensure that assessments are aligned.
• Conduct compliance spot checks and advise on themes and trends.
• Constantly seeking to improve the business through analysis, creativity, and problem-solving and change initiatives.
• The ability to listen, express and articulate information effectively, facilitating two-way communications to help create a culture of openness and engagement.
• Create a continue continuous improvement loop, by delivering conscious feedback and improvement feedback via themes and trends and customer VOICE. Creating 1st call resolutions.
• Lead, motivate and develop a high performing team of Quality Analysts.
• Prioritise workload within your team, ensuring deadlines and frameworks are adhered to.
• Manage team within Liberata policies.

What’s in it for you!

Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services!

Our Staff Benefits Include

• Monday to Friday working
• Bank Holidays
• Working only between 8:30 – 5:30
• Free eye tests
• Close to local bus and train stations
• Liberata Customer Services – discounted local parking
• 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts and cash backwith retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.
• Monthly engagement activities! Such as Liberata Beach Parties, Recognition events and more.

The Company:

Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values Expert, Accessible, Dependable.

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.

To comply with the government’s Baseline Security Personnel Standard Verification process, this role is subject to completion of a Disclosure and Barring Service check.

You can apply for this role by submitting a CV outlining your knowledge and experience relevant to the role. Please quote the Job Title and Vacancy reference number within the subject heading.

The closing date for this vacancy is: 6th October 2023

www.liberata.com

Liberata is committed to encouraging equality, diversity and inclusion whilst promoting talent; not just in our recruitment practices, but ensuring that all individuals have the opportunity to reach their potential.

Job Types: Permanent, Full-time

Salary: £26,994.00-£33,425.00 per year

Benefits:

• Company pension
• Employee discount
• Health & wellbeing programme
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Burnley, Lancashire: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have any criminal convictions which are not regarded as spent under the Rehabilitation of Offenders Act 1974?

Education:

• GCSE or equivalent (preferred)

Experience:

• improving performance in a service environment: 1 year (preferred)
• problem solving and decision-making: 1 year (preferred)
• working a fast-paced client facing position: 1 year (preferred)
• working in an FCA regulated environment: 1 year (required)
• leading a high performing team: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 06/10/2023
Reference ID: 00562