Quality Analyst / Complaint Handler

Quality Analyst/ Complaint Handler

SALARY:

Annual: £25,021

SHIFTS: 37\.5 hours per week. 5 x 8\-hour shifts (Mon\-Fri): 08:30 until 17:00

LOCATION: Office based in Paisley. (PA1\)

ABOUT US:

With over 30 years’ multi\-sector experience, Resolvecall is an award\-winning credit management business, delivering end\-to\-end customer solutions across the UK credit sector, including Banking, Financial, Government, Utilities, and Debt Purchase sectors.

ROLE:

We are excited to announce an opportunity for a highly experienced and motivated individual to join our compliance team in a hybrid role. This role will be covering both quality assurance of customer interactions and managing customer complaints. This critical role involves oversight of the customer touch points inclusive of telephone and field visit recordings. This includes the completion of assessment, reporting of results/ providing feedback to agents, managers and clients and hosting internal and external call calibrations to ensure consistency in approach. The successful candidate will ensure all quality checks are completed within timeframes including feedback and reporting. You will also be responsible for identifying performance trends and agreeing solutions for improvements to be made.

This role also involves overseeing all customer complaints including management and investigation through to provision of final response in writing. The successful candidate will ensure all concerns are addressed promptly, effectively, and in full compliance with relevant regulations and company policies.

KEY RESPONSIBILITIES:

· Quality Assurance: Complete oversight of customer contact ensuring adherence to policies and procedures. Complete detailed feedback for quality assurance completed for both internal and external stakeholders, providing clear reasoning and actions required.

· Complaint Management: Manage and resolve customer complaints, ensuring timely and effective resolution. Conduct root cause analysis to identify key trends and improve customer outcomes.

· Compliance Adherence: Ensure all complaint handling processes comply with relevant legislation, regulations, and internal policies to minimise risk and safeguard our reputation.

· Communication: Utilise strong communication skills to empathetically listen to challenges, demonstrate understanding, and provide clear explanations of decisions made.

· Reporting: Provide management information data on monitoring results and identify any trends for improvement/ strong performance areas. Complete detailed reports on a monthly and weekly basis for both internal records and external clients, providing transparency and insight into the complaint resolution process.

· Continuous Improvement: Identify recurring issues and contribute to process improvements and knowledge support to enhance overall customer satisfaction.

· Collaboration: Lead internal and external call calibrations to ensure consistency in monitoring approach.

BENEFITS:

· Gold standard Investors in People company

· 28 days annual leave (pro\-rata’d)

· Full training provided

· Private healthcare cover

· Company pension plan

· Platinum access to Employee Discount site

· Employee Assistance Programmes

MINIMUM REQUIREMENTS:

To succeed in this role, you must demonstrate meticulous attention to detail, a proactive approach to customer excellence, problem solving, and a commitment to maintaining the company's reputation for exceptional service. Additionally, a proactive approach to strong compliance awareness, continuous improvement and excellent written communication skills are crucial.

· At least 1 year of quality assurance experience within a regulated environment

· At least 1 year of complaint handling experience within a regulated environment

· High level of attention to detail

· Excellent communication skills, both verbal and written

· Self\-motivated with the ability to work to tight deadlines

· Ability to manage multiple priorities, reprioritising when required

· Strong compliance awareness and adherence to processes and regulations

· Alignment with our core values:

o Reliable – Trustworthy and professional.

o Responsive – Adaptable to change and able to use own initiative.

o Resolute – Possessing a 'can\-do' attitude.

o Reasonable – Fair and sensible.

· Experience within the financial/collections sector is desirable but not essential.

PERSONAL ATTRIBUTES:

· High degree of numeracy and literacy

· Self\-motivated with a strong sense of accountability

· Ability to interface with staff and colleagues at all levels within the business

· Proactive and adaptable to changing regulatory landscapes

Job Types: Full\-time, Permanent

Pay: £25,021\.00 per year

Benefits:

• Company pension

• Do you have previous experience in collections or customer service?


• Do you have previous knowledge of FCA principles?

• United Kingdom (required)

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