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 highlight any concerns with regards to call quality
  • Carry out regular audits on a daily basis to ensure procedures and processes are being followed, highlighting any risks to the business
  • Sharing best practices and feedback to team leaders and seniors
  • Attend consistency sessions with agents and team leaders
  • Review best practises and trends across the collections floor to provide daily feedback on areas of risk or improvement
  • Ensuring high standards are maintained and continuously improved across the collections floor
  • Encourage a compliant and TCF attitude across the work environment

This list is not exhaustive.

Skills Required

  • Collections experience is essential
  • Preferable post litigation experience (desirable not essential)
  • Excellent communication skills (verbal and written)
  • Basic skills with Word, Excel and Internet
  • Ability to organise and prioritise own workload
  • Strong attention to detail
  • Good team spirit – working in a team

If you would like to be considered for this position then please email your CV to Yasmin in the first instance.

Telephone: 07980298786 Email:

Due to the high volume of applications we receive if you have not heard from us within 21 days then your application has been unsuccessful.