Senior Quality Assurance Analyst PCM

ABOUT THE ROLE: 

As a Senior Telesales QA, you’ll be responsible for checking Telesales Agents are following all the correct processes and procedures. You will be reviewing, listening and scoring a certain percentage of all phone calls made by agents within the team. You will be responsible for developing, maintaining & improving the compliance scorecard and making sure our agents are following all internal processes and procedures.

You will be performing root cause analysis and spot checks based on agent performance or business needs. You will be dealing with monthly and weekly reporting. You will perform QA calibration sessions with the Leadership team to analyse the performance of the team. The outcome of these calibrations is to identify procedural gaps and personal trends that can be improved. You will collaborate with the leadership team to perform regular in depth training needs analysis and identify opportunities for additional coaching needs. You will be responsible for delivering sales and call quality coaching to the agents and will report findings to the line manager.

As a Senior member of the team, you will also be expected to lead key improvement projects and mentor junior team members, setting the standard for quality across the entire department. You will collate all learnings and be able to present these back to the team in a clear presentation with specific measurable actions.

Some of the things you’ll be doing:

• Listening into calls made by agents to ensure proper adherence to policies and procedures
• Provide on demand side by side coaching and feedback.
• Assist the onboarding of new starters, supporting them during their training induction through to QA validation during their probationary period.
• Be part of calibration sessions, discussing the scorecards with the Leadership Team with actions to mitigate risk.
• Data Driven mind set, be able to analyse and interpret data for Quality and Call information using information from our BI platform, Looker.
• Identifying process improvements and learning gaps
• Proactively spotting negative individual performance or team trends and providing improvement recommendations actions.
• Perform deep dive, spot check or on demand reporting tasks based on agent or team trends.

 

WHAT WE ARE LOOKING FOR: 

• You have 1+ years of experience in a QA or similar role
• You feel comfortable working in a fast paced, quickly changing environment that is incredibly target oriented
• You have experience using Kustomer/Babelforce phone/CRM platforms
• You have a strong understanding of risks associated with telephony based sales within a regulated environment
• You evaluate and where necessary provide feedback aiming at improving our processes to ensure that we meet standards whilst building efficiency where possible
• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
• Out of the box thinker always looking at smarter ways of working
• Excellent verbal, written, and interpersonal communication skills is a must
• You have excellent problem solving skills and keen attention to details
• You have excellent coaching & feedback skills
• You are a self motivator and self starter
• You have exceptional listening and analytical skills
• You have knowledge of sales processes in financial services
• You have solid time management skills  
•  You have creative ability & writing proficiency
• You are proficient with Microsoft Office (intermediate Word, basic Excel)
•  You have the ability to multitask and successfully operate in a fast paced, team environment
• You should have knowledge of quality assurance testing tools 
• You should use data and generate statistical insights that will improve performance

WHAT YOU’LL GET IN RETURN: 

• 27 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Additional health insurance
• Mental wellbeing platform
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.