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Call Quality Trainer - Unsecured Arrears review (Banking) - Kirkby

Posted 29 January by Diana Duggan UK Limited Easy Apply Ended

One of the 'Big Four’ Financial Services firms managing an Unsecured Arrears project within Banking, is seeking Call Coaches to join the team.


  • Monitor all calls within the team, to assess quality and provide feedback to team members.
  • Implement and lead training programmes.
  • Produce reports for senior managers.
  • Assist with the investigation of customer cases, where required.
  • Recommend improvements for policy and quality control methods.
  • Identify areas of risk, and escalate, as appropriate.


  • 1 - 2 years Case Handler experience within a Financial Services environment, focused on the review of investment products, unsecured loans, collections, arrears packaged bank accounts or general banking complaints.
  • Technical background with working knowledge of unsecured arrears, is desirable.
  • Leadership/training/QA experience is advantageous.
  • Excellent verbal and written communication.
  • Proficiency with Microsoft Office packages.
  • Ability to work within a deadline driven environment.

This is a full time contract until June 2018 (scope for extension), based in Kirkby. Immediate start!

If you are interested in this opportunity, please send your CV to Diana Duggan Associates.

Required skills

  • Arrears
  • Calls
  • Collections
  • Financial Services
  • Training

Reference: 34084344

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