VACANCY: Call Quality Analyst (Collections) Leeds

Job Title: Call Quality Analyst (Collections) Status: Permanent / Full time (Monday to Friday – 4 days at 8am to 4pm and 1 day at 11am to 7pm) Client: Law firm Location: Leeds City Centre Salary: £20,000 plus Benefits Successful candidate will undertake call quality scoring, deliver coaching and feedback; work closely with agents to encourage continuous improvement in call quality. They will carry out regular audits on a daily basis to ensure processes and procedures are being followed. Responsibilities will include: Auditing calls across the collections floor based on a daily target Provide coaching/feedback to agents, seniors, team leaders and work with them to…