As Quality Monitoring and Outcome Team Leader you will supervise, motivate and lead a team of Assessors who are responsible for the delivery of all quality monitoring activities, delivering against the quality assurance framework and achieving quality assurance standards and performance measures.
Your team will work with the business to ensure our customers receive a high level of service through evaluations across Argos FS. You’ll be assisting colleagues with working in accordance with the principles of treating customers fairly and ensuring that the best outcome is achieved for the customer.
The Financial Services department is the profit creator and that’s why it’s the most exciting place to be: right at the heart of the action.
Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.
As Quality Monitoring and Outcome Team Leader you will
Build high performing teams and encourage high levels of motivation.
Meet regularly with QAC to understand the quality standards within the team.
Support and manage individuals within the team to attain and maintain competency by identifying performance gaps in their knowledge and/or skills and supporting through coaching or other training interventions.
Monitor team and individual performance against key performance indicators to ensure required performance standards are achieved.
Deliver effective feedback to advisors on QAC outputs, to ensure the best possible customer journey.
Complete and record formal/informal performance reviews with the team and their line manager, in line with agreed timelines.
Attend and contribute positively to team meetings and any other business meetings
As Quality Monitoring and Outcome Team Leader you will have
Strong verbal and written communication skills with the ability to share and articulate information
A good understanding of the applications of word, power point and excel
Focus on adhering to the principles of TCF (treating customers fairly) – ensuring all transactions have a fair outcome
The ability to engage and build rapport
Drive, self-motivation and take ownership of managing a demanding workload
The ability to remain calm under pressure and not lose sight of the goals
A flexible approach to work, and able to support work demands in all areas as needed
You will be joining Financial Services where our aim is to make life better every day for Argos customers.
There’s never been a more exciting time to join Argos. We are capitalising on our success and going through a great transformation. It’s a period of expansion and rejuvenation; we’re shaking things up and creating more opportunities than ever before. Financial Services is right at the heart of the action.
As well as the opportunity to join a great team at our Widnes Contact Centre, you will also receive a competitive salary, 23 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.
As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check and employment references.