Team Leader - Call Quality

Location: Leeds, West Yorkshire
Job Type: Permanent
Salary: £23000 - £26000 per annum
Contact: Elly Clow
Call: Elly
Reference: 1631_1606471671
Hawk 3 Talent Solutions s committed to the selection, recruitment and development of the best people, basing judgments solely on suitability for the job. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.

gap professional are operating as an employment agency on behalf of its client.


Leeds, Monday - Friday, Competitive salary DOE

We are recruiting on behalf of our well established and very successful client in Leeds, for an experienced, highly motivated Team Leader to join their Call Quality team

Key Responsibilities:

  • Monitoring team members call activity, ensuring productivity levels are maintained
  • Ensuring all calls are handled consistently and in an unbiased way
  • Completing accurate call evaluations, providing feedback on quality, and reviewing any disputes fairly
  • Producing detailed client reports and ensuring specific client calls are evaluated fairly and any issues are escalated in a timely manner
  • Supporting the continuous improvement of the department by liaising with management and sharing key findings from reports
  • Producing team rotas

The successful candidate will have previous experience in a similar role and must be able to demonstrate:

  • Previous experience in a supervisory/team leader role in a fast-paced, high volume environment
  • Ability to lead and motivate a team, drive results, and exceed targets
  • Knowledge of Speech Analytic Software
  • Strong communication skills both written and verbal
  • Ability to build and maintain strong relationships with colleagues and clients

Closing date is 27/12/2020