A national mortgage provider is seeking an experienced QA person to work with their national call centre, providing coaching, feedback and ensuring all calls managed, meet the compliance standards.

To be suitable for this role, you will have had some QA experience within the financial services industry and looking for an opportunity to grow your career.

Key Responsibilities

• Call coaching and call monitoring to improve the customer experience
• Call quality and coach call centre operators in content and call compliance
• Validate changes made on customer accounts for accuracy, and correct or report before there is a customer impact.
• Identify, document and escalate risk incidents/errors through established channels.
• Support the Risk specialist by reporting risks found through checking and Quality process
• Support Risk Specialists in development, implementation and management of framework for key control testing within Contact Centre
• Understand, adhere to and comply with all company policies, risk appetite and legislative requirements including NCCP.

Skills:

• Minimum two years experience of customer service experience preferably in a banking or contact centre environment
• Previous experience in call coaching and QA
• Knowledge of the home loan industry
• Advanced Microsoft Office skills
• High level accuracy and attention to detail

This is an exciting opportunity to come in and make a real difference to an established, yet evolving business. With superb facilities and industry leading technology you will be given all the tools required to succeed.

For further information, please call Peter on 0483 929 957 or email your resume to [email protected]