Job Description

You will identify their agents’ strengths and development areas through the completion of contact monitoring assessments and provide the Operation Managers with Quality Control MI identifying coaching and/or classroom support to ensure their agents have the skills and competencies to provide their customers with a quality, risk free contact.

You will identify any potential regulatory risks at the earliest opportunity and feed these back to the relevant line managers for the appropriate corrective actions. Effective communication and collaboration with their Contact Centre management team, Team Coach and Learning & Development team is essential, as they are all responsible for protecting the business and the customer against regulatory breaches, as well as helping their agents deliver an excellent customer experience.

Required Knowledge, Skills, and Abilities

You will be required to maintain accurate and meaningful records, as this Management Information will be used to analyse and identify performance trends and skills gaps, which in turn will enable them to develop associated improvement plans, and training and refresher modules.

• Experience in managing a successful team
• Experience of working in an FCA regulated environment
• An understanding of Travel Insurance would be advantageous