Quality Checker

BUSINESS SUPPORT ADMINISTRATOR - SHORT TERM FIXED-TERM CONTRACT (UNTIL APRIL 2014)

The CAPITA GROUP is a market-leading, FTSE 100 company and our goal is simple - to help our diverse customer base of public and private sector clients provide an exemplary service to their customers. At Capita, we aim to attract and develop talented people and pride ourselves on our ability to deliver excellence at all levels. This is an exceptionally exciting opportunity to become a key part of one the Group's core businesses. CAPITA EMPLOYEE BENEFITS provides award winning pensions and employee benefits solutions. With over 35 years of specialist industry knowledge we create solutions that make a real difference to businesses and employees.

We are looking to recruit a QUALITY CHECKER into our team in Manchester on a short fixed-term contract until April 2014. The purpose of the role is to support co-workers through checking and feedback, to assure quality of work, consistency and development of knowledge and capability.

In addition, our Quality Checkers are responsible for the following:

- To support co-workers through checking and feedback, to assure quality of work, consistency and development of knowledge and capability.
- Act as a team mentor, being the first point of contact for technical query resolution and where appropriate, to arrange/provide appropriate training interventions.
- To provide pro-active technical support to the team/department - this should include identifying and driving initiatives to prevent quality issues from arising and taking full responsibility for the resolution of emerging quality issues (where these are unavoidable) in line with client/business requirements and best practice methodologies.
- To achieve set targets in line with required quality standards, pro-actively reporting emerging issues
- Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities.
- To carry out other task deemed reasonable by your Manager and to represent the team/department on cross functional projects as required.
- Ensure all outcomes given to our customers are fair and follow our regulatory guidelines.

Due to the nature of this requirement, we are looking for candidates with immediate available who demonstrate the following key skills:

- Previous experience in a contact centre environment
- Previous experience in a mentoring capacity; providing call assessment, training, coaching and feedback
- Experience in a financial services contact centre environment would be highly beneficial, as would an ability to demonstrate an understanding for the standards and regulations that govern this sector.

In addition, our QUALITY CHECKERS also display the following:

- Have meticulous attention to detail
- Excellent verbal and written communication skills
- Numeracy and computer literacy (eg Microsoft Word, Excel and Outlook)
- Able to analyse data and make decisions confidently
- Be highly organised and able to manage own workload to meet stretching targets and strict deadlines
- Able to work as part of a team

Please note; any offer of employment made by Capita will be subject to the satisfactory completion of referencing, basic disclosure and financial probity checks and additional Vetting & Screening checks specific to this client. You must be eligible to undergo these. If you are interested in bringing your expertise to our busy contact centre team as an interim Quality Checker please do not hesitate to apply with your CV by following the appropriate link.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.