Hours: 40 hours per week, rotational shift patterns between the hours of 8am to 10pm

Salary: Up to £18k dependant on experience

About the role:

The purpose of the Quality Assessment role is to provide an internal, objective quality assessment function, as well the documentation and co-ordination to support the business quality development programmes and the documentation and version control of key operational processes.

Responsibilities:

- This Quality Assessor position has no direct reports although it will liaise with all functions within the business at all levels up to head of site as required

- The role will work under the direction of the reporting manager but will have a significant level of responsibility for assigning and completing own work activity

- Independent and objective call and data quality evaluations for the Virgin Money operation

- The organisation and delivery of regular quality calibration sessions for the local management team

- Ongoing documentation and co-ordination of quality development programmes

- To support the operation in the management of the quality through the maintenance of continuous improvement plans and the documentation of progress meetings.

- To maintain Quality documentation for sign off by the senior management team and use by the operational management team as specified

- Ongoing documentation and version control of key operational processes as required by the Operational managers and the client

- Support the delivery of quality reporting to both TMS management and the client

- Remedial training and coaching support to team members and Team Leaders

- Mystery shopping and customer experience measurement as defined in the client/operations brief

Experience and Skills

- Highly numerate and literate

- Excellent Verbal and written communication skills

- Advanced communication skills

- Excellent working knowledge

- At least 2 years as a Team Member or KE

- Essential – MS Office skills inc. Advanced Word and Excel skills

Benefits

- 29 days holiday including bank holidays rising to 33 with length of service

- Holiday purchase scheme

- Eye-care Vouchers

- Childcare vouchers

- Healthcare

- Cash back for your everyday dental and health requirements

- Contributory pension scheme with matched contributions

- Tax free bike scheme

- Life assurance

- Free on site car park

- Subsidised canteen

You may also have experience in:

- Fraud

- Credit card disputes

- Banking

- Call Centre

- Collections / customer assistance

- Credit control

- Disputes and chargebacks

- Quality Control

- Call listening

- Customer Experience

- Quality Assurance